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Customer Journey Specialist

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Customer Journey Specialist

Avinode Group, owned by CAMP Systems, offers a fully connected suite of essential B2B software to enable Business Aviation professionals through the entire workflow of managing, sourcing, and booking aircraft. Founded in the heart of Sweden in 2002, we support around 2,000 companies globally.

Our essential tools are designed to minimize stress and maximize profit for brokers and operators. The suite includes the world’s leading sourcing platform for air charter, making it easy to find aircraft, book trips, and market aircraft globally. Air charter operators and flight departments are provided with a fully cloud-based fleet management system to make flight operations smoother. Our customers can rely on a hassle-free process from quoting to booking and paying with a fully integrated payment solution.

As a Customer Journey Specialist at Avinode, you will work with customer journey maps to break down customer experience in different stages. From brand discovery, to being a first-time user, to becoming a loyal repeat-customer. By breaking down customer segments and personas, you will work on creating bespoke journeys suited for each client segment. The role will involve working cross-functional with colleagues from different departments - marketing, onboarding, support, sales and many more. You will also have a great deal of data to work with in order to better understand client interactions and will also have competent data engineers at your disposal. It is essential to have a strong enthusiasm for planning, organization, and innovative problem-solving, coupled with an excellent grasp of how people, objectives, processes, and systems interconnect in a complex organizational landscape. It is also meritorious to have a mindset geared towards continuous improvement and adaptability, with a focus on promoting and embedding customer journey mapping within the organization.

Responsibilities
  • Customize journey maps to address specific needs and include aspects that are relevant for each case.
  • Design, build and manage customer journeys for various touchpoints in the customer lifecycle
  • Create bespoke touch point journeys, as well as tweak existing experiences
  • Create and implement customer journeys with other teams that drive towards positive customer and business outcomes
  • Using our tech stack to create these journeys which contains the use of multiple tools
  • Work with other teams to create customer experience excellence
  • Own and drive a regular cross-functional schedule of reviewing key customer experience journeys and/or touchpoints with the customer experience team and, more widely, with other team stakeholders
  • Apply an insight-led but action-orientated approach to understanding and documenting the performance of our key customer journeys and touchpoints, working with Insight to use an appropriate mix of quantitative and qualitative measurement and data analysis.
  • Regularly report the status of key customer journeys and touchpoints to stakeholders.
Ideal candidate
  • Experience working with customer segmentation and complex customer journeys
  • 4+ years' of experience in a customer journey centered role
  • Great with analytics - capable of understanding and analyzing metrics to base your actions and business cases on
  • Experience in managing multiple priorities and resources simultaneously while collaborating with cross-functional teams.
  • Expertise in Project Management and/or Program Management.
  • A proactive self-starter who is driven by achieving tangible results and outcomes.
  • Familiarity with process improvement methodologies.
  • Exceptional communication and presentation skills.
  • Thrives in a cross-functional environment where collaboration brings about optimal results.
  • Communicating fluently in English - written and spoken
  • Experienced in design thinking, agile projects, lean startup 'test and learn' experimentation.
To become a "Noder" you have to be a good thinker and communicator. Your analytical skills combined with a deep understanding of how every interaction a customer has with Avinode is crucial and needs to be consistent towards the brand and service. You love building advanced automated customer journeys that drives a positive outcome for both the customer and the business. Your drive is contagious and speaking in metrics and numbers is probably how you interact with stakeholders a lot of the time.

About Avinode Group
With 150+ Noders spread between Sweden and the US, our flexible and collaborative culture empowers everyone to come forward with new ideas, try them out, make some mistakes, and initiate dialogue. Avinode Group seeks candidates who thrive on exciting assignments and can collaboratively work alongside other intelligent, humorous, and dedicated co-workers. Our roots are firmly planted in our core values, which inspire us daily to exceed expectations.

Avinode Group is an equal opportunity employer and cares about having the best people for the job. We care about your skills and who you are as a person.

Want more details? Discover the value our essentials bring to our customers every day.

Employment
This is a recruitment process meaning you will be hired by Avinode directly and OIO acting as a recruitment partner with all questions regarding the role going through us. You will be reporting to the Customer Experience Director.

Additional info
  • Employment type: Full-time, office hours with a flexible schedule
  • Location: Hybrid/Remote Sweden or Remote US
  • Contact: Hanna Lundblad - hanna.lundblad@oio.se
About OIO
Our passion is to help you find the right role and workplace. At the same time, we are aware of the fact that you are picky and choose carefully before taking your next career step, we would do the same. That is why we are dedicated in making sure we get to know you and your ambitions during the recruitment process. We believe that people in the right place have a greater chance of reaching their full potential. Through fair, uncomplicated employment conditions and a present leadership, we strive to help you grow professionally. In this way, we aim to become an obvious career partner for you. We are as picky as you are.
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30 augusti 2024 (38 dagar kvar)
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