Job Detail

Position description

SWISS Business Class is one of the most important products in our portfolio. More than 800.000 passengers per year, from all over the world, spend time onboard our long-haul flights in our Business Class – many of them very regularly as our most important corporate and private customers.

While still achieving very high satisfaction rates, we want to bring our Business Class service experience to new heights. Rather than offering a “product”, we strive to create a customer-centric and truly SWISS service experience. It’s not just about food & beverage services: our passengers shall be able to design their time onboard in a way which fits best to their mood and needs, taking new technologies, products and service design into consideration.

We’re looking for a sparkling personality with an international mindset and a true passion for hospitality, premium service, brand & design. You should have a strong drive to “getting things done” and the ability to establish and maintain trust within your community, as well as manage a large number of internal and external stakeholders. You are resilient and flexible to adapt rapidly to changing environments and you are able to work under time pressure.  

This role will be part of the SWISS product management team, responsible for the customer experience of about 17 million SWISS passengers each year.

Your Duties

You will be fully responsible for re-designing and modernizing the SWISS Business Class Service Experience on our long-haul flights and lead the cross-functional project team with experts from product management, marketing and cabin crew.

• Know and understand global state-of-the-art hospitality trends, select and translate relevant concepts into airline experiences


• Understand relevant “personas” (customer segments), based on customer insights and work with customer data in order to develop and decide on relevant concepts (“data driven product management”).


• Design and implement a remarkable SWISS onboard service experience for our Business Class passengers in close cooperation with our customers, product experts and crew


• Cover all relevant customer needs for the onboard service experience, like food & beverage, comfort items, service, dining equipment and mood


• Initiate, order and support analysis, tests, benchmarking, prototyping, piloting etc.


• Lead the holistic implementation of the re-designed service concept, coordinating marketing, product, equipment and crew training experts


• Facilitate strong collaboration with brand management, marketing, crew management and sales


• Integrate digital service design elements into the onboard experience in close cooperation with our digital experts


• Contribute to the development and design of a training and change management program for the implementation of the new hospitality experience


• Continuously benchmark and be close to the customer (knowing ‘how the passenger feels’ in the ongoing project/topic from the line management) during development, testing and implementation phases

Requirements

• University degree or equivalent and minimum 5 years work experience in Aviation or  Hospitality/Hotel industry


• Proven ability of designing and implementing complex service experiences


• First leadership experience (line or project)


• Experienced in classic & agile project management within large organizations


• Strong storytelling skills and clear vision of “SWISSness”


• Inspiring, integrative change agent with an excellent ability to successfully communicate cross-hierarchy and to involve and motivate others


• Experience in managing external agencies


• Ability to create and manage a strong product portfolio


• Strong analytical skills & experience in managing multi-million budgets


• German and/or English (fluent spoken and written)

Type of contract:

Cadre



Level of employment:

80-100%; the contract is limited for 2.5 years

Department:

The position reports to the Director of the strategic program "SWISSness Reloaded".

Workplace:

Zurich, Kloten, with flexibility to travel up to 20%

Starting date:

Upon agreement

Application deadline:

January 2, 2019

About us

It’s the little differences that make working at SWISS so appealing. The fact, for example, that we treat every detail with care, see quality in terms of hospitality and view nationality through an international lens. In a similar way, we see variety as richness, a job as an experience and SWISS as a world of inspiration. You, too, will be stimulated in our special working environment – one in which, wherever you are, you’ll always feel: Truly SWISS .... where people matter.

Contact & Application

Program owner SWISSness Reloaded



Mr Bert Goren



Human Resources



Ms Barbara Coray



Recruiting Support



+41 44 564 44 22