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4 months ago
Swiss International Airlines
Location: Zürich
Job type: Permanent
Sector: Operations
Category: Customer Service Jobs
Position description

Catering in air travel has a long history – with still a very glamorous side, but especially during the last 20 years also with a highly commoditized and strongly cost-focused side. Many passengers today do not expect a lot from airline catering, while at the same time food & beverage service can serve as an excellent “brand channel” and drive customer satisfaction. This is a huge playground for innovation.

We are a highly motivated product management team, designing the worldwide food & beverage experience of about 100 million passengers each year for SWISS, Lufthansa and Austrian Airlines. Over the last year, we have developed a master plan how to design an innovative and truly customer centric F&B service experience, increase relevance and choice, while making full usage of the exciting new opportunities of digitalization in this business: Our project team “Catering Transformation” is looking for a strong digital Professional to join us.

Your Duties

You will design the holistic digital F&B Offering and Service Experience of the Premium Airines’ customers for all relevant touchpoints along the F&B journey. You will identify and define digital requirements in close cooperation with hospitality management and experience design. You will ensure integration of such needs and implementation in the related IT systems in close cooperation with the Airlines’ IT teams with a commercial sense for customized standard solutions.

Your management responsibilities are:

* Understand customer needs and our future F&B concepts and in order to develop the digital customer journey and define requirements for digitalization
* Design, integrate and implement display of digital F&B information and F&B offering for relevant touchpoints in the existing IT systems and distribution channels. Ensure integration of F&B elements in the Premium Airline’s overall customer centric offer design activities
* Create acceptance criteria and develop testing and validation concepts, identify relevant use cases and user flow concepts together with IT experts
* Drive beta, pilot and MVP programs using an iterative, user-led approach with early-stage features/proof of concepts
* Organize and work with cross-functional teams and customers to develop the future user interaction design (e.g. voice, touch, gesture based) with focus on simplicity and 24/7 operations
* Commercial evaluation of IT solutions including testing and implementation
* Contribute to establish the role of “Digital Experts” in the existing and future airline organization


* University degree or equivalent and minimum 5 years’ work experience in e.g. service industry
* Creative & innovative mind with a strong background in designing and testing digital servicing and user interactions
* Proven ability to understand, document and structure processes from an outside-in perspective (customer centric)
* Experienced and comfortable in working with IT experts and IT driven workstreams
* Strong focus, being up to date with state of the art technologies and ability to transform into our business context
* Experienced in classic & agile project management within large organizations
* Ability to establish and maintain trust, as well as manage internal and external stakeholders (e.g. customers, colleagues, supplier)
* Inspiring, integrative change agent with an excellent ability to successfully communicate cross-hierarchy, from flight attendant to board member
* Fast learner, dynamic and proactive “can-do” spirit
* Resilient, flexible to adapt rapidly to changing environment and ability to work under pressure
* Ability to work remotely and independently, while promoting team work and team spirit
* Ability to challenge established practices, innovate and deliver creative solutions
* Strong oral and written communication skills
* Strong interpersonal skills and sensitivity to cross-cultural protocols
* Willingness to travel (mainly between LH Group Hubs Zurich, Frankfurt, Munich and Vienna)
* German and English (fluent spoken and written), other European languages would be considered as an asset
* Experience in aviation or hotel industry will be considered as an asset

Type of contract:
Cadre, limited to 30 months

Level of employment:

The position reports to the Project Manager “Catering Transformation - Customer & Crew”

Zurich Kloten, with flexibility to travel up to 40% (e.g. Germany, Austria, as well as globally)

Starting date:
Upon agreement

Application deadline:
March 19th, 2018

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