Job Description

Company Description
Be part of the journey! Come aboard a committed and human company that needs you! Why should you join our team? We offer the pride of working for a local company with an international reach, with professionals who are passionate about travel! You will evolve in a stimulating telecommuting environment where team cohesion is paramount. And of course, you will take advantage of our travel benefits to discover our destinations on board the best leisure airline in North America!


Transat is currently looking for a Customer Experience Marketing Specialist to continue the transformation of marketing practices based on clearly identified customer data and strategic targets. The specialist will have to deepen the knowledge of priority customer segments and support the construction and improvement of customer journeys. He/she will implement the necessary tools to track customer-related objectives and will interpret these to guide strategic recommendations. He/she will represent customer needs by collaborating with marketing teams (data analysts, products, brand) and will participate in various projects to improve satisfaction indicators.

• Understand the customer landscape, behavior and expectations to guide the evolution of the value proposition, customer strategy and experience design;
• Participate in the implementation of a customer advisory board;
• In collaboration with the Voice of the Customer analyst, monitor and understand customer satisfaction data (CSAT) and identify potential optimizations in the customer journey;
• Contribute to cross-functional projects by representing the voice of the customer;
• Participate in the deployment of the Voice of the Customer Program;
• Create customer journey map to define the desired experience and develop them for priority customer segments;
• Target customer experience best practices and benchmark in the airline industry;
• Occasionally prepare and facilitate ideation/co-creation and multidisciplinary collaboration sessions inspired by Design Thinking methods.

Qualifications

• University diploma in marketing or related relevant field;
• 2 years of relevant experience in marketing, customer experience;
• Knowledge of Qualtrics (an asset);
• Be passionate about the customer;
• Knowledge of CSAT and NPS indicators;
• A good command of Microsoft Powerpoint;

Additional Information
#LI-CB1 #LI-Remote
Employment Equity At Transat, we foster an environment where inclusiveness, respect and equity reign. We endeavour to build a workforce that reflects the diversity of our customers as well as the communities to which we travel. We encourage women, members of visible minorities, ethnic minorities, aboriginal peoples as well as people with disabilities to submit their candidacy. Transat will accommodate people with disabilities throughout the recruitment and selection process. If you require an accommodation, please contact us in order to work together in meeting adequately your needs. To facilitate the reading of this document, the masculine form has been retained.