Alaska Air Group
Director Guest Journey & Insights
Alaska Air Group, SeaTac, Washington, United States,
Alaska Airlines Director Guest Journey & Insights in SeaTac, Washington
The TeamGuided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. If you share our passion for creating an airline people love, we want to hear from you.Role SummaryThe Director, Guest Journey & Insights sets the long-term strategy and oversees the consistency and integrity of how the Alaska and Hawaiian brands come to life for our guests during their day of travel. This role establishes strategic goals and direction for a team that leverages ingenuity, insights, and cross-functional collaboration to address key guest travel issues.Key DutiesEstablish strategic goals and direction for a team of managers overseeing the full day-of-travel experience and guest insights across two brands.Lead Guest Performance Leadership reviews to identify and drive progress on key guest experience areas of opportunity.Design, recommend, and implement strategies that solve guest and employee pain points related to journey flow, wayfinding, communications, and bringing care, value, and ease to life.Partner with various departments on airport product launches, enhancements, and changes to Customer Commitments.Use data effectively to understand and represent customers’ wants and needs to design moments that highlight our brand.Understand systemic guest and employee issues, identify root causes, and drive resolution to optimize experiences.Partner with Analytics to identify and design usage of guest demographic and behavioral data to improve engagement.Represent guest insights broadly to internal and external audiences.Leverage a deep understanding of the industry and competitive set to execute Alaska's points of difference.Develop and manage budget for airport experience and wayfinding assets.Develop people through effective performance management and ongoing feedback.Shape culture of the team through action, presence, and reinforcement of behaviors.Job-Specific Experience, Education & SkillsRequired8 years of experience in customer journey design, customer insights, retail marketing, or related area.5 years of leadership experience, with at least 2 years directly leading people.Bachelor’s degree in business administration, marketing, analytics, psychology, sociology, anthropology, or a related discipline, or an additional two years of relevant experience in lieu of this degree.In-depth customer journey design, mapping, maintenance, and optimization background.Translating a brand vision and strategy into compelling customer experiences.Leveraging customer feedback, research, and business metrics to assess initiatives and deliver optimal solutions.Excellent collaboration and communication skills.Ability to lead through ambiguity and analyze complex problems.Action-oriented with the ability to form effective partnerships.Professional, reliable, passionate, and self-motivated.High school diploma or equivalent.Minimum age of 18.Must be authorized to work in the U.S.PreferredAirline/Travel/Hospitality experience.Consulting experience.Job-Specific Leadership ExpectationsEmbody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.Create a diverse and inclusive culture where all employees feel safe and included.Salary Range$157,700 - $252,300 / year$206,810 - $329,790Salary DetailsThe pay range and total target compensation package listed above is the expected pay offered for this position at the start of employment. Your pay will be based on multiple factors, including location, relevant experience, and skillset.Note:
We don't typically hire at the top of the range.Total RewardsAlaska Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.Free stand-by travel privileges on Alaska Airlines & Horizon Air with high priority status.Generous 401k match program.Quarterly and annual bonus plans.Generous holiday and paid time off.For more information about Alaska/Horizon Total Rewards please visit our career site.Apply by 7:00 PM Pacific Time on
11/18/2024Employment Type
Full-TimeFLSA Status
ExemptRegular/Temporary
RegularRequisition ID
2024-13002Equal Employment Opportunity
We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer committed to diversity, equity, and inclusion.
#J-18808-Ljbffr
The TeamGuided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. If you share our passion for creating an airline people love, we want to hear from you.Role SummaryThe Director, Guest Journey & Insights sets the long-term strategy and oversees the consistency and integrity of how the Alaska and Hawaiian brands come to life for our guests during their day of travel. This role establishes strategic goals and direction for a team that leverages ingenuity, insights, and cross-functional collaboration to address key guest travel issues.Key DutiesEstablish strategic goals and direction for a team of managers overseeing the full day-of-travel experience and guest insights across two brands.Lead Guest Performance Leadership reviews to identify and drive progress on key guest experience areas of opportunity.Design, recommend, and implement strategies that solve guest and employee pain points related to journey flow, wayfinding, communications, and bringing care, value, and ease to life.Partner with various departments on airport product launches, enhancements, and changes to Customer Commitments.Use data effectively to understand and represent customers’ wants and needs to design moments that highlight our brand.Understand systemic guest and employee issues, identify root causes, and drive resolution to optimize experiences.Partner with Analytics to identify and design usage of guest demographic and behavioral data to improve engagement.Represent guest insights broadly to internal and external audiences.Leverage a deep understanding of the industry and competitive set to execute Alaska's points of difference.Develop and manage budget for airport experience and wayfinding assets.Develop people through effective performance management and ongoing feedback.Shape culture of the team through action, presence, and reinforcement of behaviors.Job-Specific Experience, Education & SkillsRequired8 years of experience in customer journey design, customer insights, retail marketing, or related area.5 years of leadership experience, with at least 2 years directly leading people.Bachelor’s degree in business administration, marketing, analytics, psychology, sociology, anthropology, or a related discipline, or an additional two years of relevant experience in lieu of this degree.In-depth customer journey design, mapping, maintenance, and optimization background.Translating a brand vision and strategy into compelling customer experiences.Leveraging customer feedback, research, and business metrics to assess initiatives and deliver optimal solutions.Excellent collaboration and communication skills.Ability to lead through ambiguity and analyze complex problems.Action-oriented with the ability to form effective partnerships.Professional, reliable, passionate, and self-motivated.High school diploma or equivalent.Minimum age of 18.Must be authorized to work in the U.S.PreferredAirline/Travel/Hospitality experience.Consulting experience.Job-Specific Leadership ExpectationsEmbody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.Create a diverse and inclusive culture where all employees feel safe and included.Salary Range$157,700 - $252,300 / year$206,810 - $329,790Salary DetailsThe pay range and total target compensation package listed above is the expected pay offered for this position at the start of employment. Your pay will be based on multiple factors, including location, relevant experience, and skillset.Note:
We don't typically hire at the top of the range.Total RewardsAlaska Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.Free stand-by travel privileges on Alaska Airlines & Horizon Air with high priority status.Generous 401k match program.Quarterly and annual bonus plans.Generous holiday and paid time off.For more information about Alaska/Horizon Total Rewards please visit our career site.Apply by 7:00 PM Pacific Time on
11/18/2024Employment Type
Full-TimeFLSA Status
ExemptRegular/Temporary
RegularRequisition ID
2024-13002Equal Employment Opportunity
We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer committed to diversity, equity, and inclusion.
#J-18808-Ljbffr