Head of Physical Passenger Experience

Job ID - 1992

  • permanent
  • London
  • £60,000-£80,000 per annum
  • Commercial

Job Description

The Change Partners are currently partnered with an Iconic Travel brand who are transforming their online and in-person customer experience, hiring a Head of Customer Experience - Passenger, Terminals/Travel.


The role will own the passenger door to door experience strategy and support project management terminal design (RIBA) to deliver a stronger in-person journey across two key terminals for the travel business. Partnering with online teams to link the offline and online passenger experience.


You will be working across customer experience, passenger journeys, terminal redevelopment, design, space planning, customer service score, marketing, digital and retail.


This role will:

• Deliver ongoing customer experience strategy and development to ensure a strong passenger journey across the terminals to provide excellent passenger service.

• Lead end-to-end RIBA design projects intaital through to delivery.

• Project manage and partner with design teams including architects, engineers, builders and designers.

• Mitigate any project risks and ensure effective governance. • Redevelopment of entire terminal space from toilets to retail, buildings, offices and civil engineering.

• Space planning and optimisation.

• Own and support the design of terminals, infrastructure and all customer-facing architecture.

• Stakeholder management with the board and SLT.

• Ensure Passengers receive a strong end-to-end journey from parking to security, retail (fashion, food and beverage etc) and on-board journeys.

• Pursue opportunities for improvement that contribute to customer feedback and NPS.

• Ensure all physical experiences align to brand and commercial objectives.

• Partner with online marketing to connect the customer journey with their offline experience.

• Develop and oversee the implementation of new technology that will support improvements of customer journeys and ongoing design.


Your background:

• At least 5 years of experience within design, ideally within an airline/airport, infrastructure, port/ferry, rail, hospitality or retail.

• Project management and delivery experience.

• Design experience (either overseeing or managing end to end).

• Strong stakeholder management and communication skills. • Ideally strong knowledge of RIBA, design/engineering.

• Strong experience and understanding of delivering design projects that contribute to the end to end customer journeys for passengers in a travel environment such as terminals.


Please apply for further information.

Job Application Form

Bullhorn Job Number
Bullhorn Candidate ID
1 : if synced with Bullhorn 0 : Not synced with Bullhorn
Max. file size: 200 MB.
This field is for validation purposes and should be left unchanged.