Digital Services Executive

1 week ago


Luton, Luton, United Kingdom TUI Full time

This role is vital to capturing and driving the resolution of incidents, system configuration and defects affecting TUI Digital platforms across TUI Group source markets and distribution channels.

You will be key to carrying out detailed investigations into issues affecting customer experience through impact analysis.

You will actively assist in implementing robust action plans to ensure the customer journey is forefront and online conversion is protected.

Working with both internal and external teams, you will provide impact analysis and detailed investigation to guarantee effective prioritisation. A key responsibility is engaging and communicating to business stakeholders regarding incident management.


Reporting into the Digital Services & Quality Lead, you will form part of an engagement plan and drive cross channel engagement and change strategy deliverables.

You'll also support the maintenance and communication of the digital change roadmap.

ABOUT THE JOB


Alongside other members of the Digital Operations team, you will work to improve the customer journey and increase conversion by monitoring and reviewing KPIs through detailed analysis; working closely with technical and development teams.


You will work closely with Product Owners and delivery teams regarding requirements for key projects and also alongside the Implementation Lead to support the path to live planning and support models.

You will participate in the development of an ongoing engagement plan within Sales & Marketing to encourage our colleagues in the Contact Centres and Retail estate to connect with the Digital function through visualisation and communication platforms.


ABOUT YOU

  • An ambitious individual with a good understanding of eCommerce and/or proven experience in an Operational role. A strong analytical skill set is required, preferably with experience in web analytics.
  • Proactive person with the ability to investigate new ways of improving online customer experience.
  • Someone who is customercentric (internal & external) and passionate about continuous improvement in order to drive a bestinclass digital customer experience.
  • Confidence to liaise and challenge where necessary at senior levels, both internal and external.
  • The ability to manage your own time in a demanding, timecritical role and work comfortably within an environment of ambiguity and a high degree of complexity.
  • Ability to engage stakeholders, influence behaviour and change opinions based on business knowledge and competence.
  • Strong organisation skills with a great attention to detail and appreciation of auditing and reporting capability.

ABOUT OUR OFFER

  • Fantastic holiday benefits including discounts, special offers and the ability to purchase additional 'TUI time off'
  • Health and Wellbeing support in five key areas
  • Financial, Health, Social, Community and Career
  • Discretionary Bonus Scheme
  • Excellent rates with foreign exchange
  • Pension scheme and life assurance.
We want to be the best-loved holiday company not only for our customers, but for our colleagues too.

That's why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI.

Click here to find out more.

We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

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