Alaska Airlines Guest Experience & Design Program Manager in Seattle, Washington


Director of Customer Experience and Design


Alaska Airlines is one of the most respected names in aviation and flies throughout its namesake state and the Lower 48, as well as to Hawaii, Canada, Mexico and Costa Rica. Our roots date to 1932 and are symbolized by the Alaska Native painted on the tails of our aircraft. Guided by what we call the "Alaska Spirit", we pride ourselves on providing a lifeline to remote communities while delivering renowned service to everyone we fly. This commitment has brought us national and international recognition. We've been honored with a variety of awards by readers of Travel + Leisure, Conde Nast Traveler, USA Today and others. Alaska, with Virgin America, is the premier airline for people on the West Coast, and together with its sister carrier Horizon Air, flies to more than 115 destinations. The two airlines are subsidiaries of Alaska Air Group Inc. (NYSE:ALK) with annual revenues exceeding $7 billion.


Role Summary Alaska Airlines is looking for a talented and experienced Guest Experience & Design Program Manager to join our guest experience team. This role works across the organization to design and optimize end-to-end customer experiences focused on the in-airport experience. This includes taking systemic issues from customer feedback and insights, understanding their root cause, and partnering across the organization to resolve them. This Manager works on projects such as inflight processes and announcements, to the design of airport lobbies. Finally, this Manager leverages understanding of our competitors' products and services and designs new experiences that differentiate us in the marketplace.

Scope & Complexity As a member of a team of individual contributor managers, this role provides key subject matter expertise by bringing an "outside-in" perspective to many different projects. With little oversight this manager is responsible for influencing across the organization to improve the guest journey.

Key Duties

  • Leverages customer data and research to design new and/or improved guest experiences throughout the travel journey and partners with cross-functional teams to successfully execute.

  • Understands systemic customer issues and pain points, identifies root cause(s), and partners across the organization to drive resolution to optimize customer experiences.

  • Maintains strong relationships and credibility with counterparts in Operations, Customer Care, Inflight, Ecommerce, and Product and Loyalty Marketing.

  • Designs key, differentiating moments during complex travel guest journeys across major services and product interactions.

  • Uses data effectively to understand and represent customers' wants and needs in a variety of situations and forums.

  • Manages and maintains the Airport Experience Team, Guest Pain Points program, and major projects related to airport experience.

  • Works with external vendor partners to design and implement new best-practice processes and physical designs for guest interactions with Alaska Airlines.

  • Performs other duties as assigned.

Job-Specific Experience, Education & Skills Required

  • A minimum of 4 years of experience working in customer experience and design, with some of that time spent in retail and/or airport operations.

  • A Bachelor of Arts or a Bachelor of Science degree, preferably with a focus in business administration, marketing, analytics, psychology, sociology, anthropology, or a related discipline.

  • Collaborative, with the vision and drive to try new approaches using a combination of data, experience, and instincts.

  • In-depth customer journey design, mapping, maintenance, and optimization background.

  • Proven experience translating a brand vision and strategy into compelling customer experiences.

  • Strong cross-functional and senior leader influencing skills.

  • Strong and action-orientation, balanced with the ability to form effective partnerships across the organization.

  • Outstanding communication (e.g., verbal, written) skills, with the ability to present data and conclusions in an organized and concise manner at all levels throughout the company.

  • Professional, reliable, passionate, and self-motivated, with an ability to work well under pressure with all groups while addressing people courageously, directly, and candidly.

  • High school diploma or equivalent is required.

  • Minimum age of 18.

  • Must be authorized to work in the U.S.


  • A Master of Arts/Science degree or a Master of Business Administration degree.

Job-Specific Leadership Expectations

  • Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.

The location for this position is in Seattle, Washington


For eligible employees, our company offers a unique total rewards package that few companies can match, including insurance coverage for medical, dental and vision care, 401(k) retirement savings plans, monthly and annual incentive bonus plans, time off and a generous employee travel program. Our values reflect who we are at work and in our communities: Own Safety, Do the Right Thing, Be Kind-Hearted, Deliver Performance, and Be Remarkable. Alaska Airlines also fosters a diverse and inclusive culture and is an Equal Opportunity Employer.


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Alaska Airlines and Horizon Air do not tolerate discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital status, disability, protected veteran status, genetic information, or any other basis protected by applicable law. Employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants are also protected by law.

Alaska Airlines y Horizon Air no toleran discriminacion o acoso en base a raza, color, credo, religion, origen nacional, estatus migratorio de residencia o ciudadania, edad, sexo, orientacion sexual, identidad de genero o expresion, estado civil, discapacidad, estado veterano protegido, informacion genetica o cualquier otra base protegida por la legislacion aplicable. Empleados o aspirantes que indaguen, discutan o revelen su compensacion o la remuneracion de otros empleados o aspirantes tambien estan protegidos por ley.

Job ID: 32441

Location: Seattle, WA

Full/Part Time: Full-Time

Regular/Temporary: Regular