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Manager Digital Ground and Customer Services for Virtual Assistant Solutions 80100
Position description
In Product Management Ground& Digital Services, we are responsible for bringing new customer service ideas to Lufthansa Group’s three Hub Airlines SWISS, Lufthansa and Austrian Airlines. By offering new channels and self-services as well as using new user interfaces such as Voice and new technologies like Artificial Intelligence, we ensure a modern, smooth and personalized customer experience and aim at continuously improving efficiency and reliability of our services. To bring self-services such as self-check-in, digital passenger and baggage services or passenger notifications to a new level of reach, we are teaming up with digital giants.
As Manager Digital Ground- and Customer Services for Virtual Assistant Solutions (Virtual Assistant Services), you will play a vital role in shaping the digitalization of Lufthansa Group’s Digital Service. Based on your expertise in Digital Ground Services, Artificial Intelligence (AI) and Voice Interaction, you will be responsible for the definition and implementation of digital services in Google Assistants, among other digital initiatives in that area. Moreover you will be focusing on modern user interactions such as voice and chat as well as other platforms from digital giants or other 3rd parties.
Your Duties
* Tasks of Product development and –management of digital ground services, conception and optimization first with a focus on new channels such as 3rd Party Virtual assistants or LHG owned solutions.
* Lead of digital projects (classic and agile) in the area of ground and customer services and notifications based on AI and Voice interaction or other digital channels
* Definition, specification, prioritization and testing of services and features in view of scope, design, usability and voice interaction
* Continuous evaluation and improvement of used AI components, especially Natural Language
* Processing or dialog flow interactions in close cooperation with the development of digital assistant framework
* Steering of agencies and alignment with internal stakeholders and external partners such as Google, etc.
* Overseeing the smooth rollout, communication and change management of the new services
* Preparation and alignment of proceeding decisions and board approvals in that area
* Development of prototypes and Test settings based on the new technologies and conduct market research
* Support the overall Expansion of Cooperation with digital partnerships by defining the roadmap, applying customer centric design thinking and data driven decisions
* Acting as Lufthansa Group delegate in respective associations where applicable
Requirements
* Master degree in Information Technology, New Media or Business Studies with specialization on digitalization
* Relevant technical and work experience in the field of Virtual Assistant or Chatbot design and development, Artificial Intelligence, messenger services, Voice Interaction, but also on general digital platforms
* Experience in digital projects and implementation thereof
* Preferably contacts in relevant industries
* Experience in travel industry is an advantage, especially in ground and customer services
* Customer and service orientation
* Goal-oriented, communicative and motivated personality
* German is an advantage
Type of contract:
Cadre
Level of employment:
80% - 100% limited to 2 years
Department:
Productmanagement Digital Services
Workplace:
Zurich Kloten
Starting date:
Upon agreement
Application deadline:
17. February 2019
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