CRM Journey Planner

Welcome to the heart of easyJet’s customer transformation, our Customer Experience team. Backed by some serious investment, were rewriting the script for the way we manage customer communications, revamping our systems, data, processes and of course, our communications journeys. Our ultimate mission? To deliver engagement, satisfaction and make things easy for our millions of cherished passengers. Want to help redefine the way people fly? Come onboard and join us on this exciting journey.

The Role:

As our CRM Journey Planner, youll be at the heart of designing our multi-channel customer journeys in the operational and disruption space. You will work collaboratively with our Comms Product Manager and all other Service Comms stakeholders to deliver the best possible experience for both our colleagues and customers. Your goal? To leverage data across platforms, working closely with our tech, data, and analyst teams to enhance our CRM system. Youll dive into creating precise, omnichannel communication paths and help develop testing and optimisation strategies to refine these journeys. Your expertise will shine in targeting, documenting, and personalising each step to ensure our communications are seamless, consistent, and continuously improving.

Heres what you’ll be doing:

Teaming up with our operational communications team to craft and execute thoughtful, data-driven multi-step journeys that help our customers prepare for and navigate their day of travel. Dive into data discovery, create the audience views required to successfully plan new communications initiatives and make recommendations on execution of tests that are robust and measurable.

Joining forces with our IT, data and channel deployment teams to weave new data magic into our platforms, supercharging our automated communication journeys with innovation and flair. 

Taking the helm in the exciting world of Braze, creating the fluid and dynamic journeys that will power our comms. Ensuring everything from documentation to the nitty-gritty of targeting, exclusions, and segmentation is crystal clear and on point. You’ll also monitor the journeys you create, to ensure our comms programs are running like a well-oiled machine.

Collaborating with data analysts and data scientists to roll out cutting-edge models and segmentation strategies that’ll transform our communication journeys into finely tuned personalised experiences.

Staying ahead of the curve by updating your knowledge of the latest data capabilities within our tech stack, using this knowledge to enhance communication strategies and boost operational efficiency.  Be hands on with the data, and help ensure that the team be as self-sufficient as possible from the existing customer data capabilities in mParticle and databrick that power Braze.

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Key Skills Required:

·         Proficient in building and managing multi-step, multi-channel, highly segmented, and personalised data journeys using tools like Braze, with expertise in canvas and liquid functionality.

·         Experience collaborating with data and tech teams to acquire new data points to enhance self-service capabilities within our platforms.

·         Ability to manage stakeholders across multiple departments and keep them on side with consistent updates on progress and potential changes in timelines.

·         Skilled in defining, managing and documenting audience and communications journey logic to ensure clarity and consistency across all communication experiences.

·         Exceptional attention to detail to ensure that segments and journey canvases in Braze are  accurate, monitored and effectively leverage the right data for precise targeting and personalisation.

·         Knowledgeable in the end-to-end data planning process, designing and delivering communications experiences, and applying data planning principles to formulate accurate and measurable hypotheses and tests.

·         Comfortable developing technical briefs and requirements to guide the construction and delivery of data products for communications use.

·         Ability to develop and manage a comprehensive QA process for journey development within the CRM platform.

·         Strong prioritisation skills enabling to ensure smooth delivery and time management of a complex set of deliverables.

Ready to make a big impact? Join us and let's create journeys that truly resonate!

Location & Hours of Work

This full-time role will be based in LTN. We typically get together 3 times a week in the office (Hangar 89) or meet at our agency / partner offices to keep the creative juices flowing.

Ready for take-off? Let's do this!

About EasyJet

Ready to make your next move? How about make your mark? Join a team with unstoppable drive and passion at easyJet.

At easyJet our aim is to make low-cost travel easy – connecting millions of people to what they love using Europe’s best airline network, great value fares, and friendly service.

Whether you’re working as part of our front-line operations or in our corporate roles, we’ll give you everything you need to make a personal impact on our growing business. We believe in sharing new opportunities, stepping up to challenges and supporting each other with our Orange Spirit.

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