IT Customer Experience Manager

Purpose of Position

Viking Cruises is one of the world’s leading cruise line company that manages a fleet of 64 river ships and 5 ocean ships (and growing) with offices across the globe. We have our Marketing and Sales headquarters based in Los Angeles, USA and the Operational Head Quarters based out of Basel, Switzerland.

The IT Operations in Basel guarantees a seamless operation of our EMEA Offices in Basel, London, Ancona, Wiebelsheim and Shanghai. The team handles the entire IT Infrastructure including network and WiFi infrastructure, iTV system, server and clients of every flavor.

As the IT Customer Experience Manager, you will be a key member of the IT Innovations team. You will design and implement the solutions that will drive success with our passengers as well as our internal customers throughout the organization.

This role will be located in Basel, Switzerland. Please note that we can only accept candidates who are eligible to work in Switzerland or are in possession of a relevant work permit.

RESPONSIBILITIES

• To identify and prioritize guest IT experiences initiatives that will complement the guest experience and maximize sales, increase customer satisfaction across all channels and across all devices
• To translate concepts into user flows, wireframes, mockups and prototypes that lead to intuitive user experiences
• To facilitate the client’s product vision by researching, conceiving, sketching, prototyping and user-testing experiences for digital products
• Design and deliver wireframes, user stories, user journeys, and mockups optimized for a wide range of devices and interfaces
• Take a user-centered design approach and rapidly test and iterate your designs
• Collaborate with other team members and stakeholders
• To work closely with Front End Developers and User Testing/QA support to ensure the new experiences are delivered in partnership with speed and quality
• Develop prototypes and capture feedback/inputs on enhancements
• Create experience strategies and solutions based on thorough audience research, business and functional requirements, and deep understanding on leading trends and best practices in experience design
• Help to develop experience strategy, conduct member research and usability tests, analyze and present findings, lead working sessions, and develop user flows, wireframes, creative briefs, interactions models, and content strategy
• Deliver in line with brand guidelines and UX/UI Strategy
• Define goals, success matrices and development plans
• Partner with internal Digital business and IT to identify how work moves from concept/idea through to the Digital Experience and ultimately to delivery
• Identify, build and maintain the most efficient and effective internal process for how architectural work gets done
• Drive strategy and work to influence the Digital Experience
• Ensure projects deliver not only on our holistic design and experience strategy, but our purpose as a company
• Influence projects/work-review, critique and influence the direction of the deliverables and direction of various projects across multiple platforms/suite of products
• Work cross-functionally with other managers and leads to ensure the quality and consistency of work

QUALIFICATION PROFILE

• Five years or more relevant experience working in a similar role
• Background in App design and development
• Knowledge and understanding of digital trends
• Knowledge of user experience as well as HTML, CSS and SEO
• Experience with Agile and Waterfall Project Management models. Translating the requests of the different business teams into executable requirement documents; track project progress and build report for presentation to the stakeholders
• Project management experience using cross-platform mobile development frameworks such as React Native (for iOS and Android development); knowledge of business analysis tools and of SWL language syntax; good knowledge in REST/JSON API data communication models
• Knowledge on User Experience and User Interface design; experience in managing external/remote technical resources
• Preferred knowledge in: PHP Full Stack development, Linux Servers, Virtualization, Media Streaming
• Digital expert with a range of experience across multiple customer facing digital channels
• Excellent client liaison skills
• Experience developing and implementing research and data driven digital customer strategies
• Excellent knowledge of social media
• Excellent written and verbal communication skills
• Experience supporting and developing professional staff
• Exceptional organization skills
• Passionate about the customer digital journey
• Enjoys to work with multiple systems in an ever-changing environment
• Open to take up responsibility within the team
• Can-do mindset
• Excited about driving change in a fast-paced environment
• Strong focus on IT and customer personal security

WHAT WE OFFER

• Flexible working hours
• Employee restaurant (including free soft drinks, coffee, tea)
• Regular company events, e.g. sports games, BBQ, cooking classes
• A dynamic and fast-growing environment where you can drive your future
• A free cruise for you and your +1 every two years
• A highly talented, passionate and international team

If you are interested in this role, please apply below, including a cover letter (one page, introducing yourself and outlining why you are interested in the role) as well as your CV and relevant references.