Title:  Five Senses Experience Management Specialist (NJE)

Purpose of Position

The Five Senses Experience Management Specialist role is to work with the Global Five Senses team and associated key stakeholders in further developing the NetJets Owner Experience in line with the department and company strategy, supporting the 20/20 Flight Plan. The Experience Management Specialist will continuously analyse the different touchpoints within the Owner Journey. Identifying and designing opportunities for service elevation, transforming key metrics, feedback from Owner-facing teams and insights on the applicable Owner data into actionable improvements, balancing an Owner-centric thinking, Service Framework and approaching trends in hospitality with the appropriate operational and logistics execution awareness, brand alignment and budget considerations.

Tasks and Responsibilities

•    Analyse the different touchpoints within the Experience phase of the Owner Journey, identifying and designing opportunities to enhance the Owner experience while ensuring the proper understanding of Owner expectations, NetJets standards and brand Mission;
•    Continuously monitor and enhance the offering of consumables and non-consumable amenities in conjunction with the On-Board Experience Program Manager and On-Board Experience Development Lead as defined in the Global Five Senses strategic roadmap and in close collaboration with Cabin Logistics & Supply Chain, Procurement and other internal stakeholders. Ensure the product portfolio meets NetJets standards, logistics requirements and budget considerations;
•    Coordinate the testing of potential new products and support the implementation in close collaboration with the key stakeholders to ensure service improvements are thoughtfully created, tested and incorporated in operations, ultimately elevating the overall Owner experience;
•    Develop in conjunction with the Five Senses team and applicable stakeholders, Service Concepts and the associated product innovation in line with hospitality trends and NetJets strategy;
•    Work closely with the Global Service & Hospitality wider group in the development of other areas of the Owner experience touchpoints such as in-flight technology, culinary experience, aircraft interior conditions, on-site development as well as the respective stakeholders in NetJets Europe to identify and leverage enhancement opportunities to the Owner Experience across the different touchpoints, ensuring requirements from NetJets Europe are incorporated in the vision and strategy of each program for a consistent experience across the two companies;
•    Provide insights to the Global Five Senses team on key metrics and relevant data with the support of the applicable data analysis stakeholders and Owner-facing teams, and turn the quantitative and qualitative data into actionable improvements and service enhancement;
•    Perform research and benchmarking against the industry and leading hospitality brands, building upon trends and innovative approaches that might be applicable to elevate NetJets' service standards, driving for stronger positioning in the market;
•    Manage initiatives from start to finish - from its conceptualization to implementation, building and managing project plans, timelines, monitoring progress, managing risks and communicating clearly with stakeholders for proper planning and execution of such initiative within the wider Global Five Senses strategic roadmap;
•    Other duties can be performed subject to being within the same professional career, considered related or functionally linked.

Education

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

•    University degree preferable;
•    At least 5 years’ experience in the Customer Service area within the hospitality or aviation industries with a deep understanding of UHNW expectations and a strong service-oriented mindset;
•    Ability to translate customer behaviour and expectations into curated offerings;
•    Ability to identify emerging trends within the consumables, non-consumables, luxury, wellness, tech and overall hospitality trends with a creative and innovative mindset balanced with operational realism;
•    Experience working with premium brands or high‑end consumer goods is a plus;
•    Detail-oriented with the ability to manage and prioritize multiple objectives to meet timelines in a dynamic environment with constantly shifting priorities;
•    Strives for positive results, demonstrating problem-solving skills and a drive to achieve results independently within operational guidelines;
•    Ability to understand and master new concepts quickly;
•    Proficiency in computing, including but not limited to Microsoft Office Suite (Word, Excel, PowerPoint, etc.);
•    Good Project Management skills for taking a product or concept from idea, through testing, approval and launch with strong cross‑functional coordination;
•    Good presentation and communication skills;
•    Fluency in Business English (written and spoken).