Director Guest Journey & Insights at Alaska Airlines

Company: Alaska Airlines The Team:

Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you. 

Role Summary:

The Director, Guest Journey & Insights sets the long-term strategy and oversees the consistency and integrity of how the Alaska and Hawaiian brands come to life for our guests during their day of travel. As a people leader, this role establishes strategic goals and direction for a team that leverages ingenuity, insights and cross-functional collaboration to help address key guest travel issues. This role leads a team that informs every aspect of the guest journey to ensure an easy travel experience from when the guest begins their day of travel to when they arrive at their destination. A successful candidate will be passionate about leveraging creativity, insights and a customer mindset to find innovative ways to make a difference for our guests!

Key Duties:

• Establish strategic goals and direction for team of managers who oversee the full day-of-travel experience and guest day-of-travel insights across two brands.
• Lead Guest Performance Leadership reviews to identify and drive progress on key guest experience areas of opportunity with Airport Operations, Inflight, Call Centers, Guest Product and Ecommerce leadership.
• Design, recommend and implement strategies that solve guest and employee pain points related to journey flow, wayfinding, communications and bringing care, value, and ease to life for our guests on their day of travel.
• Partner with Policy & Procedures, Communications, Airport Operations, eCommerce and Customer Advocacy on airport product launches, enhancements, and changes to Customer Commitments.
• Use data effectively to understand and represent customers’ wants and needs in a variety of situations to design moments that highlight our brand and drive consistency across the travel experience.
• Understand systemic guest and employee issues and pain points, identifies root causes, and partners across the organization to drive resolution to optimize the guest and employee experiences.
• Partner with Analytics to identify and design usage of guest demographic, psychographic, experiential and predicted behavior data to improve day-of-travel engagement.
• Represent guest insights broadly to internal and external audiences (Quarterly business reviews, regional meetings, awareness communications, etc.).
• Leverage a deep understanding of the industry and competitive set to clearly execute Alaska's points of difference.
• Develop and manage budget for airport experience and wayfinding assets
• Develop people through effective performance management and ongoing feedback, focusing on fostering strategic and systems thinking, development of talent, and succession planning across teams and disciplines
• Shape culture of the team through action, presence, and reinforcement of behaviors

Job-Specific Experience, Education & Skills:

Required

• 8 years of experience in customer journey design, customer insights, retail marketing or related area
• 5 years of leadership experience, with at least 2 of those years directly leading people.
• Bachelor’s degree with a focus in business administration, marketing, analytics, psychology, sociology, anthropology, or a related discipline, or an additional two years of relevant experience in lieu of this degree.
• Experience with the following:
  • In-depth customer journey design, mapping, maintenance, and optimization background.
  • Translating a brand vision and strategy into compelling customer experiences.
  • Leveraging customer feedback, research and business metrics to effectively assess initiatives and deliver optimal solutions
  • Developing the vision for future journeys leveraging customer research and experience
• Excellent collaborator with the ability to influence cross-functional peers and senior leaders
• Outstanding communication (e.g., verbal, written) skills, with the ability to present data and conclusions in an impactful manner at all levels throughout the company.
• Ability to lead through ambiguity, analyze and summarize complex problems in a concise manner, and make meaningful business recommendations.
• Ability to alternate between strategic and operational perspectives while working on projects and to quickly determine long and short term impact of proposed solutions.
• Action-orientated, balanced with the ability to form effective partnerships across the organization.
• Professional, reliable, passionate, and self-motivated, with an ability to work well under pressure with all groups while addressing people courageously, directly, and candidly.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• Airline/Travel/Hospitality experience
• Consulting experience

Job-Specific Leadership Expectations:

• Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.
• Create a diverse and inclusive culture where all employees feel safe, included and they belong.

Salary Range: $157,700 - $252,300 / year Total Target Compensation Range (incl. bonus & equity): $206,810 - $329,790 Salary Details:

The pay range and total target compensation package listed above is the expected pay offered for this position at the start of employment. Your pay will be based on multiple factors, including and not limited to location, your relevant experience/level, experience level, and skillset while balancing internal equity relative to other Alaska/Horizon employees. Alaska/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.

 

Note: We don't typically hire at the top of the range. 

Total Rewards:

Alaska Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.

 

• Free stand-by travel privileges on Alaska Airlines & Horizon Air with high priority status 
• Select number of confirmed travel credits provided annually 
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Quarterly and annual bonus plans
• Generous holiday and paid time off 

For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits.

FLSA Status: Exempt Employment Type: Full-Time Regular/Temporary: Regular Requisition Type: Management Location: Seattle - Corporate HQ Equal Employment Opportunity:

We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply. 

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