Customer Experience Manager – Physical Journey

The Change Partners are working with an iconic Travel brand who are hiring for a Passenger/Customer Experience Manager.

The Passenger/Customer Experience Manager will be responsible for the end-to-end in-person journey that passengers take throughout their route, from start to finish.

Key responsibilities:

• Deliver Customer Experience improvements across the physical journey.
• Ensure alignment with customer service, satisfaction, brand and service standards.
• Collaborate cross-functionally with Operations, Marketing, Partnerships, Technology, Infrastructure and 3rd party suppliers.
• Manage 3rd party suppliers to ensure they are delivering in line with standards that have been agreed, including KPIs.
• Utilise performance metrics such as customer feedback, NPS, CSAT, audits and onsite observations to improve the journey.
• Partner with Retail brands across the journey to ensure a seamless experience.
• Stay on top of technologies and best practice to deliver innovation across physical journeys.

Your background:

• 5+ years working across Customer experience with a strong focus across physical touchpoints.
• Experience within Travel, Aviation/Airports, Rail/Terminals/Stations, Ferries/Maritime, Duty Free/Retail/Shopping Centres or Hotels or similar guest/travel/passenger environment with high regulation and consumer spending.
• Strong understanding and experience with best practice across physical environments to influence passenger behaviour, experience and spend.
• Ability to navigate a fast-paced, cross-functional and always-on environment.
• Experience managing suppliers and project managing individual projects, ideally with budget management.

Please apply for further information.

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