Passenger Experience Manager

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, Infrastrcutrure and 3rd party suppliers.
• Manage 3rd party suppliers to ensure they are delivering inline 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 journies.

Your background:

• 5+ years working across Customer experience with a strong focus across physical touchpoints.
• 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.