Head of Design

2 weeks ago

London Area, United Kingdom The Change Partners - Global talent specialists for a connected world Full time

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 Passenger/Physical Experience (in-person customer journey).


The Head of Passenger Experience will own the in-person journey across two key terminals for the travel business. You will be working across customer experience, customer service, operations, marketing, design and retail. The business is redesigning their terminal and retail landscape, where you will be part of a team to ideate and deliver strong physical experiences.


This role will:

  • Own the in-person Passenger Experience strategy, design and delivery.
  • Ensure Passengers receive a strong end to end journey from parking, through to security, retail (fashion, food and beverage etc) and on-board journeys.
  • Work with Retail partners and operations, to deliver increased passenger experiences.
  • Project manage and partner with design teams including architects, builders and designers to deliver new experiences.
  • 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.
  • Market analysis and trend review to ensure the business has a penultimate physical experience.


Your background:

  • At least 5 years of experience within physical customer journeys, ideally within an airline/airport, 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


Please apply for further information.

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