Customer Experience Manager - Delivering Exceptional Travel Experiences through Customer-Centric Solutions

Join the American Express Global Business Travel Team as a Customer Experience Manager American Express Global Business Travel is a leading provider of travel services, dedicated to helping customers navigate the complexities of business travel. We're seeking a highly skilled and customer-focused Customer Experience Manager to join our team! As a Customer Experience Manager, you will play a critical role in ensuring that our customers have an exceptional experience when booking travel through our services. If you're a creative problem-solver with a passion for delivering outstanding customer experiences, we want to hear from you! About American Express Global Business Travel American Express Global Business Travel is a dynamic and innovative company that's committed to making business travel easier, more efficient, and more enjoyable. With a global presence and a reputation for excellence, we're dedicated to providing our customers with the best possible travel experiences. Our team is made up of talented and dedicated professionals who share a passion for customer service and a commitment to excellence. Key Responsibilities As a Customer Experience Manager, you will be responsible for managing customer inquiries, improving customer satisfaction, and developing creative solutions to help customers have the best possible experience with American Express Global Business Travel. Your key responsibilities will include: Managing customer inquiries and providing timely and efficient customer service to ensure that customer needs are met. Analyzing customer feedback and using data to develop creative solutions to improve customer satisfaction and loyalty. Identifying areas of improvement in customer service processes and developing strategies to improve them, ensuring that customer needs are met and exceeded. Developing and implementing customer experience initiatives to ensure that customers have the best experience when booking travel through our services. Working with the customer service team and other departments to ensure that customer needs are met and that customer requests are addressed. Advocating for customer needs and ensuring that customer requests are addressed in a timely and effective manner. Tracking and measuring customer experience performance and recommending changes to improve customer satisfaction and loyalty. Developing and managing customer loyalty programs to reward and retain our valued customers. Staying up to date with industry trends and developments in customer experience management, and applying this knowledge to drive innovation and improvement. Essential Qualifications To be successful as a Customer Experience Manager with American Express Global Business Travel, you will need: A proven track record in customer service and experience management, with a strong understanding of customer needs and expectations. Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and stakeholders. Strong organizational and problem-solving skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines. A customer-centric approach, with a passion for delivering exceptional customer experiences and a commitment to customer satisfaction. Analytical and data analysis skills, with the ability to interpret data and develop insights to drive business decisions. Preferred Qualifications We would also prefer candidates to have: A bachelor's degree in a related field, such as business, marketing, or hospitality. Experience working in a travel or hospitality environment, with a strong understanding of the industry and its challenges. Certification in customer experience management, such as a CX certification or a related qualification. Proficiency in customer relationship management (CRM) software and other customer experience management tools. Skills and Competencies To succeed as a Customer Experience Manager with American Express Global Business Travel, you will need to possess a range of skills and competencies, including: Strong communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and stakeholders. Excellent problem-solving and analytical skills, with the ability to interpret data and develop insights to drive business decisions. A customer-centric approach, with a passion for delivering exceptional customer experiences and a commitment to customer satisfaction. Strong organizational and time management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines. The ability to work in a fast-paced environment, with a high level of adaptability and flexibility. Career Growth Opportunities and Learning Benefits At American Express Global Business Travel, we're committed to helping our employees grow and develop their careers. As a Customer Experience Manager, you will have access to a range of learning and development opportunities, including: Training and development programs to help you build your skills and expertise. Career progression opportunities, with the chance to move into leadership or specialist roles. A collaborative and supportive work environment, with a strong focus on teamwork and employee engagement. Work Environment and Company Culture Our work environment is dynamic and fast-paced, with a strong focus on innovation and customer satisfaction. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our company culture is built on the following values: Customer obsession: We're passionate about delivering exceptional customer experiences and exceeding customer expectations. Innovation: We're always looking for new and better ways to solve problems and improve our services. Collaboration: We believe in the power of teamwork and collaboration to drive success. Diversity and inclusion: We celebrate diversity and are committed to creating an inclusive environment for all employees. Compensation, Perks, and Benefits We offer a competitive compensation package, with a range of perks and benefits to support your well-being and lifestyle. These include: Competitive salary and bonus structure. Comprehensive benefits package, including health, dental, and vision insurance. Retirement savings plan and employee stock purchase plan. Paid time off and holidays. Opportunities for professional development and career growth. Conclusion If you're a customer-focused professional with a passion for delivering exceptional customer experiences, we want to hear from you! As a Customer Experience Manager with American Express Global Business Travel, you will have the opportunity to make a real difference in the lives of our customers, while developing your skills and expertise in a dynamic and fast-paced environment. Apply now to join our team and start your journey with American Express Global Business Travel! Apply for this job