Alessandro Gambardella, Customer Experience Strategist, Air Dolomiti

In order to help current students and recent graduates to find their way in the working world, many of our alumni shared their career story. Here the story of Alessandro Gambardella, Customer Experience Strategist at Air Dolomiti in Verona (I). USI Degree: Master in Marketing and Transformative Economy, 2021.

How did you start your career?

After a six-month internship in London at British American Tobacco while writing my master’s thesis, I moved back to Italy to start a career in Customer Insights as an Omnichannel Campaign Support for a pharmaceutical company. After six months, I became a specialist and had the opportunity to deepen my expertise in marketing automation and marketing strategy. Later, I worked for three years in the strategic marketing team of an Italian bank, where I further strengthened my analytical and strategic skills before transitioning into the airline industry.

Why did you choose a career at Air Dolomiti?

It had always been a dream of mine to work for an airline company! Since I was a child, I have been fascinated by the complexity of the aviation world, and being able to experience it from the inside is truly a privilege. On top of that, joining an Italian airline recognized for its high quality standards and strong customer care made the decision even more rewarding.

What is your current role/duties?

I currently work as a Customer Experience Specialist. This is a new role in the company and is pivotal in representing Air Dolomiti at the Lufthansa Group level. The CX department is responsible for ensuring a high level of satisfaction throughout the entire customer journey—before, during, and after the flight—by driving business decisions and supporting different departments. In my position, I am responsible for gathering and coordinating the Voice of the Customer, analyzing passenger feedback and KPIs. I also manage the “Outer Loop” process, which involves providing feedback to departments and working with them to prioritize projects and initiatives aimed at improving customer satisfaction across the various touchpoints and channels of interaction.

In your opinion, what are the qualities necessary for a successful career at Air Dolomiti?

Consistency and Collaboration are key to succeed in this role. In many industries Customer Experience might be perceived as an “extra” by the company, but it truly becomes purposeful when the department its tied with business strategy and objectives. Hence, being able to share within the company the importance of customer satisfaction in a consistent way becomes key to make a difference.

What positive aspects and qualities meant most to you during the study programme you attended?

One of the key strengths was definitely having a small and cohesive class, with professors who were always approachable and supportive. This created a strong sense of community and really helped in building meaningful relationships. Another positive aspect is that many of the subjects were highly relevant to the world of marketing, allowing us to gain both fundamental knowledge and exposure to important topics such as well-being and the societal impact of our work. Several courses were truly innovative and ahead of their time.

What competences and skills acquired in your USI Study Program have been useful/are useful to your professional career?

Without a doubt, the ability to study and analyze the customer journey, both from a qualitative and a quantitative/analytical perspective, has been fundamental. These skills have guided me in my recent professional experiences and allowed me to specialize in this area as a professional.

What is your advice to USI students entering the job market?

I would suggest trying to identify an area of interest and positioning yourself within an industry that you feel passionate about—while at the same time not closing yourself off to other opportunities. Often, as it happened to me, you may end up in a company or sector you hadn’t considered before, but that turns out to be extremely valuable and enriching. I would also advise finding a mentor and working under managers and leaders you can truly learn from, both professionally and personally. When you find that, it can make a huge difference in your career.