KEY RESPONSIBILITIES The Assistant Director of Customer Experience ensures that our passengers have a consistent world class “curb-to-gate” airport experience. The incumbent will bring a strong data-driven and analytical understanding of customer needs and behavior to PHL. This role will use various technologies, internal data, social media, and other systems to gather and synthesize meaningful insights, determine key drivers of customer satisfaction, and translate information into actionable recommendations. This position regularly communicates with leaders, managers and line staff throughout the airport community to centralize collaboration and performance standards.
The incumbent will drive strategies and initiatives to elevate customer experience comprehensively and for specific projects related to facilities/amenities, food/beverage/retail, wayfinding, employee engagement, etc.
Responsibilities include participating in planning meetings for construction projects that impact customer movement though airport facilities; building partnerships with stakeholder agencies; and developing and implementing Customer Experience programs such as airport volunteers, therapy animals, or similar activities.
The successful candidate should bring most, if not all, of the following:
Customer experience standards and industry best practices.
Customer service frameworks, models and methods.
Principles of program development and evaluation as applied to customer service or customer experience initiatives in a large, complex organizational environment.
Project management principles and techniques.
Intermediate level statistical techniques, such as measures of central tendency, as applied in a business or marketing context.
In partnership with the Director of Image - develop and drive the Customer experience vision, strategy, roadmap and execution to create consistency across the airport.
Identify evolving Customer needs, desires and priorities and own key Customer experience metrics (such as Net Promoter Score, overall satisfaction, etc.).
Analyze policy, process, and airport performance to recommend optimizations that continually improve the operations and customer-facing airport programs to better serve customers.
Present analysis, insights, and recommendations on regular cadence to cross-functional partners to drive business decisions and advance enterprise-level insight regarding Customer experience and operational failure points.
Serve as the Customer Experience “thought leader” to the Airport System and businesses operating in the airport such as airlines and other companies; serves as a change agent to initiate and sustain culture change within and across the airport community.
Develop and monitor the Customer experience KPIs, dashboards, reporting and insights to determine metrics for operational efficiency and drivers of continuous improvement.
Stay informed of analytic best practices across the industry and provide recommendations that enable predictive analytics that drive greater targeted performance.
MINIMUM Training and experience requirements
Bachelor's Degree along with at least 3-5 years of Customer Experience analytics or program experience, ideally in a retail/QSR, hospitality or airport environment.
Strong technical skills and must be expert level in MS Excel and related analytic tools.
Demonstrated experience in building/training or interpreting models of statistical analysis, segmentation, and predictive modeling using modern statistical tools.
Proven ability to use data to improve processes and improve metrics.
Proven ability to plan, develop, monitor and evaluate customer service or customer engagement programs.
Possesses strong organization, detail-orientation and communication skills, both verbal and written, with an ability to communicate complex information to non-technical audiences.
Establishes a high level of credibility quickly; appropriate confidence to gain the trust and respect of others.
Ability to work independently and take ownership of projects.
Demonstrated passion for Customer Experience and acts as an advocate for customers.
Communication – Able to clearly articulate goals and objectives to the team; Listens for understanding first with peers, superiors, and subordinates; Able to write clear and concise communications.
Strategic Thinking – Able to problem-solve for short-term (quarterly) challenges to accomplish key goals; Able to develop plans to achieve efficient, on-time results.
Customer Centricity– Motivates team to identify new ways to improve customer experience; Identifies systemic improvements that could positively impact customers.
About Philadelphia International Airport
The Philadelphia International Airport – PHL and the Northeast Philadelphia Airport – PNE are a vital economic engine for the region, generating billions of dollars annually and supporting more than 96,000 jobs for the 11-county Philadelphia metropolitan statistical area.
The Commonwealth's Aviation Bureau reported in its Pennsylvania Air Service Monitor that the total economic impact made by the state's airports in 2004 was $22 billion. PHL alone accounted for $14 billion or 63% of the total. The calculations include both direct spending and the multiplier effect of that spending throughout the state's economy.
Almost half of the nation's population is within a one-day drive of Philadelphia. Six of the eight largest U.S. markets and four Canadian markets are within a one-day drive of Philadelphia. In 2016, PHL handled 427,285 tons of cargo with 25 airlines providing nearly 500 daily departures to more than 120 destinations worldwide - including 33 international destination. At 12,000 feet (3,658 meters) in length, runway 9R/27L (previously was 10,506 feet) is the longest commercial runway in the state of Pennsylvania.
In 2017, PHL joined with American Airlines to... announce a significant $900 million commitment to continue critical improvements and develop new infrastructure at PHL and PNE over the next five to seven years. This ongoing Capital Development Program (CDP) will not only deliver needed improvements to our facility but will also infuse almost $4 billion in regional economic output over a five-year period — which equates to approximately 5,100 ongoing jobs over the same period. We are truly building for the future. In October, we unveiled with our partners — American Airlines, OTG Management and PHL Marketplace — a completely redesigned and reimagined Terminal B that combines modern comfort and technology with beautiful free-flowing spaces.
As of Summer, 2018, PHL offers 131 non-stop flights to 95 domestic and 36 international destinations, and the list continues to grow. This year, American Airlines has already kicked off new international service to Budapest, Mexico City, Prague and Zurich, and domestic service to Des Moines, Fort Wayne, Oklahoma City and Pensacola, with Houston-Hobby and Worcester coming in fall 2018. Frontier also has added new non-stop service to Madison and Omaha – further connecting the Philadelphia region and Pennsylvania to the world. The Airport continues to demonstrate leadership in diversity and inclusion, as evidenced through contract awards, outreach events and hiring initiatives. In October 2017, our annual Business Opportunity Forum welcomed nearly 500 business representatives, including minority, woman-owned and disadvantaged enterprises, to share information about contracting opportunities available at the Airport.