Customer Experience Specialist

Job title:

Customer Experience Specialist

Company:

SITA

Job description

Overview:WELCOME TO SITAWe’re the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world’s air travel industry.You’ll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?Are you ready to love your job? The adventure begins right here, with you, at SITA.As a Customer Experience (CX) Specialist, you will support the design and delivery of initiatives that improve the end-to-end customer experience at SITA. Working across various CX disciplines—from Voice of the Customer and customer journey mapping to insights and continuous improvement, you will help capture and analyze feedback, identify areas for enhancement, and assist in embedding customer-centric thinking across the business. This is a hands-on, collaborative role, ideal for someone curious, data-driven, and passionate about creating better customer outcomes.KEY RESPONSIBILITIESAre you ready to be part of the future?Support CX Strategy & Programs

• Contribute to the rollout and improvement of CX programs aligned with SITA’s global strategy.
• Assist with initiatives that improve customer satisfaction and loyalty across the customer journey.
• Help coordinate small-scale continuous improvement efforts and monitor outcomes.

Customer Feedback & Insights

• Collect, organize, and analyze data from customer surveys (e.g., NPS, CSAT), operational metrics, and other feedback channels.
• Prepare summaries and dashboards that turn data into insights and help teams act on what matters most to customers.
• Participate in the preparation of reports for internal stakeholders.

Cross-functional Collaboration

• Work with teams across sales, operations, service delivery, and product to help deliver a consistent customer experience.
• Support the organization and facilitation of customer experience workshops, training sessions, or design reviews.

Escalation Support (Red Alerts)

• Provide coordination and tracking support for critical customer escalations, helping CX managers keep stakeholders informed and actions progressing.
• Help log and document key decisions and lessons learned.

CX Tools & Methods

• Use CX tools such as journey mapping software, survey platforms, or data dashboards to support projects.
• Assist in the documentation of current processes and contribute ideas for improving them.

Qualifications:Qualifications & Experience

• 3+ years of professional experience, ideally in a customer-facing, operations, or business support role.
• Exposure to customer experience, service management, project coordination, or data analysis is an advantage.
• Basic familiarity with customer survey tools, CRM systems (e.g., Salesforce), or reporting tools (e.g., Excel, Power BI) is a plus.

Key Skills

• Strong attention to detail and organizational skills.
• Ability to analyze data and present insights clearly.
• Excellent communication and interpersonal skills.
• Proactive, curious, and eager to learn.
• Comfort working in a cross-functional, multicultural environment.

EDUCATION & QUALIFICATIONS

• Educated to degree level or equivalent work experience.
• ITIL Foundation Certificate
• Six Sigma Certification an asset
• Project Management training an asset

WHAT WE OFFERWe’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it’s like to join our team and take a step closer to your best life ever.🏡 Flex Week: Work from home up to 2 days/week (depending on your team’s needs)⏰ Flex Day: Make your workday suit your life and plans.🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health – a personalized platform that supports a range of wellbeing needs.🚀 Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.

Expected salary

Location

Barcelona

Job date

Wed, 13 Aug 2025 02:38:25 GMT

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