As a Customer Experience Manager I play a lead role to shape and deliver the Customer Experience strategy across the five TUI airlines. In my role I take the responsibility for managing the development and implementation of differentiated airline services and initiatives in line with the TUI Group customer journey, driving customer satisfaction and Net Promotor Score.In short:- Lead the development of the customer journey across five airlines, with a creative approach to evolve the aligned customer experience and product, to create revenue, encourage repeat business and value added differentiation.- Develop ideas based on market research and customer trends that not only contribute to the customer experience but also contribute to the airline goals.- Responsible for the delivery of specified projects, ensuring all budgets are properly allocated, initiatives are commercially and operationally viable and deliverable to the business within agreed timescales using the agreed business processes.- I also ensure that the environmental impact of our operations are considered as part of the decision making process, and as a given will ensure safety and business risk management are embedded within the organisation.

As the Digital Insights Lead, I play a key role in setting the customer satisfaction strategy across our range of digital products, experiences and markets. By executing this effectively my team ensure that customer insight is gathered and shared with stakeholders in ways that enable maximum value to be derived from it. In short: - Responsibile for ensuring that customer insight can be effectively collated and consumed by stakeholders around the business at all levels. - Managing, developing and iterating the reporting from several customer touchpoints including Qualtrics, Adobe analytics, Decibel and web interface feedback tools. - Responsible for providing multifaceted customer insights that enables deeper understanding and appropriate prioritisation of the issues and opportunities found in order to drive customer satisfaction improvements.- Stakeholder management to ensure backlog priorities are in the heart of the customer and agreed between, product owners, designers and e-commerce managers. - Overall responsibility for a small team of Digital Insights Executives to coach and drive the continuous improvement within the TUI Group.

As a Crew Controller for TOCC, the role is part of a global team that controls the operations of all the TUI airlines with regards to crew supply and flight departures.In short:- Monitoring of crew roster patterns in the event of disruption and unexpected discrepancies to alleviate or minimise the impact on the operation, effectively utilising crews where legally available. Coordinate any travel requirements for crew where appropriate.- Identify efficient solutions to complex situations and ad-hoc requirements, and take action in order to minimize the disturbance on our traffic program.- Ensure all crew members are managed in compliance with statutory and regulatory requirements, Operator’s manuals and other relevant agreements and policies.- Support in the ongoing transition to a group wide operations centre with colleagues based throughout Europe.

As the Inflight Customer & Crew Manager I am responsible for analysing a range of data sources to identify opportunities to improve the overall onboard customer experience and KPI performance. In my role I also own the implementation of onboard initiatives, ranging from project planning through to the creation of service documentation for crew to support on board delivery. By combining these two elements I play a key role in monitoring and ensuring our customers receive a consistent onboard holiday experience throughout their journey, which is second to none, whilst identifying opportunities for continuous improvement. In short: - Implementation of onboard product and service initiatives to evolve the customer experience, drive revenue, enhance employee engagement, encourage repeat business and deliver added value differentiation.- Responsibility for analysing our customer CSQs, complaints, crew feedback and other customer centric metrics. Identifying trends and creating solutions to drive continuous improvement- Delivering appropriate reporting to provide trending, insights and analysis of all key KPIs to enable data driven decision making - Key link in the Customer Experience team working closely with other airline stakeholders to ensure the onboard delivery remains effortless and up to standard.

As a Crew Duty Officer, the role is part of a team that monitors the daily operation of TUIfly Nordic with regards to crew and departures to take necessary measures in order to ensure operations run smoothly and in a cost-effective manner.

The daily duties as a seasonal long haul CCM for TUI were similar to my previous flying experience with the addition of longer flights. This resulted in a different customer segment with various wants and needs, other service procedures and higher customer focus in regards to delivering a holiday experience and the TUI smile service.

Parallel to university studies, I worked part-time as a cabin crew for SAS. The two concepts of the profession are Safety and Service, prioritized in that order. The key responsibility for the crew is to ensure all flights absolute safety in all stages of the flight. Meanwhile, offering a high service level and onboard customer experience for all passengers, on every flight. During my time as Cabin Crew, I learned to handle customer and passenger service delivery processes professionally, extensive problem solving and daily cooperation in new teams.

To work in that specific area of multi-logistics requires you to be flexible and able to work and perform at a high pace. During the time I worked as a courier I learned to manage stress, the importance of maintaining good customer relations and be able to handle multiple tasks but also reroute if necessary.