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Customer Experience Senior Specialist

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SITA

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Location:
Japan , Tokyo

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are looking for a Customer Experience Sr. Specialist to join our global Customer Experience Management team in Tokyo (Japan). The Customer Experience Management team works closely with the business to manage customers’ satisfaction, and ensure all customer feedback is addressed, while improving and developing customer loyalty. Reporting to the Regional Customer Experience Senior Manager, you will be a part of an international team responsible for customer experience service with regards to SITA products and services in the APAC region (addressing airlines, avionics manufacturers, resellers, and Air Navigation Service Providers customers).

Job Responsibility:

  • Lead strategic account: lead end‑to‑end service governance and customer engagement across the assigned key account—driving operational meetings, SIP execution, proactive incident/change management, RCA delivery and other tasks in partnership with CS&O and E&T. The role will also support adjacent strategic accounts in the region
  • Strategic Partnerships: Build and nurture strategic partnerships by understanding customer needs and aligning them with product offerings
  • Support Commercial Activities: Engage in business development and support commercial opportunities to enhance revenue streams
  • Product Performance Monitoring: Oversee the performance of aircraft connectivity services and applications, ensuring they meet contractual commitments and service level agreements (SLAs)
  • Customer Satisfaction: Conduct customer satisfaction surveys, develop improvement plans, and advise on corrective actions to address issues
  • Service Reviews: Regularly review service performance with customers, to ensure alignment with their needs and expectations
  • Reporting & Trend Analysis: Generate detailed reports for clients and internal teams, including trend analysis, setting proactive actions related to service improvements, and providing insights into performance metrics
  • Follow all operational processes strictly and ensure effective cross‑functional coordination to maintain compliance, streamline workflows, and deliver consistent service quality
  • Customer Workshops: Participate in workshops to gather customer requirements, validate specifications, and ensure products are aligned with client needs
  • Training Coordination: Coordinate customer training needs for SITA products and services
  • Participate in user workshops to validate customer requirements and to confirm specifications in cooperation with other expert teams
  • Travel to client sites for meetings, team meetings, and industry events

Requirements:

  • At least 5 years experience in a customer facing role, preferably in the Airline, Aviation or Telecommunications industry or Satellite communications
  • Strong Communicator with excellent presentation skills, enjoys providing recommendations to clients and can represent SITA in front of customers and at large or senior level audiences
  • Fluency in English and Japanese mandatory
  • Product management interest and a strategic mindset
  • Collaborative – you enjoy working on multi-country, multi-disciplinary, multi-cultural teams and projects
  • Proactive Problem Solver
  • Focused on understanding client needs, aligning solutions to those needs, and enhancing customer satisfaction through continuous engagement
  • Comfortable with analysing data to produce insightful reports for clients and internal teams
  • Ability to learn fast and understand complex technologies, environment and services
  • Competent in Microsoft Office products, Excel advanced proficiency, messaging, on-line purchasing, and web-conferencing systems
  • Bachelor's degree in IT Telecom or Business or equivalent

Nice to have:

  • Certified Customer Success Manager (CCSM) Level 1
  • ITIL and Service Management practices and procedures
  • Air Transport background
What we offer:
  • Flex Week: Work from home up to 2 days/week (depending on your team's needs)
  • Flex Day: Make your workday suit your life and plans
  • Flex-Location: Take up to 30 days a year to work from any location in the world
  • Employee Wellbeing: Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year
  • Champion Health - a personalized platform that supports a range of wellbeing needs
  • Professional Development: Level up your skills with our training platforms, including LinkedIn Learning
  • Competitive Benefits: Competitive benefits that make sense with both your local market and employment status

Additional Information:

Job Posted:
December 31, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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