Introduction

Customer Experience is more than data & algorithms. It's about human relationships. In the rapidly changing world, KLM's customer has become more demanding. They are always in control, always looking for unique experiences, and desire recognition, recognition and transparency. They expect the trip to run smoothly and be tailored to their personal needs. Do you want to become the linchpin between the customer and the Customer Experience team and the Tech teams of Customer Data Management, Digital, and IT and do you have relevant experience in the domain of Data & Technology? Then read on!

What are you going to do?

The goal of the Customer Data, IT & Tooling department is "Driving the customer experience through technological solutions and customer data across the customer journey".

From the data and feedback management systems, we look at what is personally important to the customer. Predictive data analyses ensure that KLM can always be relevant in meeting the customer's needs throughout their journey with KLM. Our customers are in constant contact with us and we with them; Our "Customer Interaction Ecosystem" ensures that KLM can put the customer's personal needs at the centre between marketing, sales and service interactions in their daily operations. We know the moments and the needs of the individual customer and can contact real-time relevance. In this way, KLM Customer Experience ensures sincere, personal relationships with our customer. In this way we promote long-term loyalty and thus returning customers. In this way we contribute to 'Creating memorable experiences on the planet we care for'.

Tasks and responsibilities of the Customer Data & Tooling manager (with focus on Data Ownership):

· You are the spider in the web for data management in so-called customer domain.

· You are leading the processing of embedding KLM's data vision, definition of policy, standards and procedures together with AFKL Commercial and work closely with the AFKL Data Officer in the Commercial domain.

· You determine the level of ambition of KLM's Internal Data Owner in the entire data governance and to get more value from customer data:

· Data protection, privacy, security and risk management

· Metadata management

· Data Quality management

· Data Monetization initiatives with partners

· You are an ambassador for good data management, both internally and externally.

· Together with the stakeholders, you determine the most important OKRs for commercial / customer but also in the data management community of AFKL and KLM.

· You support the data consultants in obtaining data for data (journey) analytics and analysis and in collaboration with key stakeholders in data management such as Operational Decision Support (ODS) and AFKL Customer Data Management (CDO/CDM).

· In the design of data management, you support data privacy compliance and KLM's vision and commitment to its customers with regard to the use of data.

Examples of projects you can take on are:

· Supporting the Center of Excellence to create a complete customer journey analytics dashboard

· Setting the objectives regarding "completeness, accuracy and timeliness of data" with the AFKL Data Officers

· Supporting the customer journey manager responsible for the baggage experience, in the analysis of which source data is still needed to send "real-time" updates to our customers about the status of their baggage.

Where do you land?

In an ambitious and diverse team at the head office in Amstelveen. In addition to the Customer Journey managers who are responsible for a certain phase and associated customer processes in the "customer journey", you can also count service designers and data consultants among your direct colleagues. You will also work closely with the colleagues who develop the digital touchpoints, Customer Service, Flying Blue and, for example, the group of people in Data & Technology who develop solutions that are used by cabin crew on board and ground crew (for example in the lounge) with a focus on the operation. In doing so, you connect and steer towards achieving the objective of KLM Customer Experience. You report to the Director Customer Experience: Customer Data, IT & Tooling.

Your profile

A strong bridge builder with expertise, that's how colleagues would describe you. You have the analytical ability to see connections and translate them into epics and use cases. You have the drive, together with a team, to continuously look at how KLM can improve its interaction with its customers even more. You do not shy away from difficult substantive discussions and know how to convince with the knowledge and experience you bring. Thanks to your communication and social skills, you also explain technical solutions for improving customer interaction in clear language and convey your message well on stage. Add to that your analytical skills and team spirit and your profile is pretty complete.

What else do you bring to KLM Customer Experience?

· Academic thinking and working level, preferably a completed university education in the direction of Business Economics / Econometrics / Operations Research, Statistics or similar

· Demonstrable experience and knowledge in Data management (DATA DMBOK certified)

· Experience with IT/ICT development processes

· Basic knowledge of AFKL's (data) architecture and experience with the creation of service blue-prints, setting up models and predictive analytics is an advantage

· Strong affinity with / interest in customer experience / marketing / digital transformation

· Experience in working with different stakeholders and self-starting

· Experience with project-based work

· Experience with the SAFE (scaled agile) way of working

Competencies