Elisa S.

From a corporate comms intern to Customer Experience Manager

I studied tourism management and got the chance to work as an intern in corporate communications in 2016. At that time, I was even able to go to Mauritius for a business trip! With my master's degree in consumer psychology and market research, I wanted to broaden my horizons, but had TUI in mind as a potential employer. After 5 years in other industries, I have been working in Customer Experience Management since the beginning of 2023 and am very happy to have come back to my favorite industry.

We make our customer happy

The primary goal of customer experience is to create smiles. We want to increase customer satisfaction and thereby customer loyalty. To do this, we survey customers at various touchpoints in the customer journey and find out where we can do better. That's why we work with a strong focus on KPIs. Of course, we are not alone responsible for the customer experience, but rely on the cooperation of all our colleagues - whether customer facing or not. We are all Makers of Happy!

Lovely colleagues around the globe

We are an international CX team with colleagues from different countries and with different backgrounds. Even if you sometimes have to step out of your comfort zone, for example to communicate in a language other than your mother tongue, it's worth the effort. Through the exchange, you learn a lot about different work cultures, perspectives and methods. We exchange a lot about our customers and can learn from each other and create synergies.

Take care of yourself, your colleagues and our customers

We are a people business. Behind all the numbers and KPIs are people with needs: Take advantage of the opportunities TUI offers you so that you feel good at work. There are numerous offers for this. Exchange with colleagues on a regular basis and build and maintain a network within TUI. You will benefit from it, but also give something back. Last but not least, think about our customers and how you can contribute in your role to make sure they spend the best time of the year with us.