Customer Experience Manager

2 weeks ago


Luton, United Kingdom TUI Full time

TUI Group is the world’s number one integrated tourism business. The TUI Airline Customer Experience team is a global team within our Airline organisation responsible for defining, monitoring and improving the TUI Airline customer journey to deliver the optimalflight experience for our customers.We’re a multi-disciplinary team of experts providing services across the UK, Sweden, Belgium, Netherlands and Germany.

As a Customer Experience Manager you will play a lead role in helping to shape and deliver the Customer Experience strategy. You will take responsibility for managing the development and implementation of differentiated airline services in line with the TUIGroup customer journey, across the five Airlines, driving customer satisfaction and Net Promotor Score. Further you will lead and develop the TUI Airline culture to become a Customer-Centric-Culture connecting brand, employee experience and customer experience.

In this role, you’ll report to the Head of Customer Experience TUI Airline.You’ll also be expected to work very closely with Group CX, Central Ancillaries, TUI Airline functions and Airline IT. Please note, this role will require some international travel.

As a global organisation, we’re maximising technology and evolving our ways of working to promote colleague flexibility and wellbeing. We’re moving towards a mixture of home and office working.As a Manager, you’ll be expected to champion and promote collaborationin person and virtually.We’ll be looking to you to drive innovation and inclusivity across your function.
At TUI we believe work is something you do, not somewhere you go so we are happy to consider a hybrid working model for this role with a mix of remote work plus some office based days in line with local requirements.

There will also be occasional international travel.

**Applications close 15 January 2023**

**ABOUT THE JOB**
**As Customer Experience Manager, you’ll be responsible for:

- Play a lead role in helping to shape and deliver the Customer Experience strategy for TUI Airline
- Manage the development and implementation of an differentiated airline customer experience in line with the TUI Group customer experience strategy and culture, across the five Airlines
- Lead and develop the TUI Airline culture in conjunction with the end to end customer journey and brand values of TUI Group markets, ancillaries and customer experience objectives ultimately driving Customer satisfaction and Net Promoter Score
- Be the ambassador within the TUI airlines to influence the company culture to become a Customer-Centric Culture, connecting Brand, Employee experience & Customer Experience
- Lead the development of the customer journey across five airlines, with a creative approach to evolve the aligned customer experience and product, to create revenue, encourage repeat business and value added differentiation ideally through a greater digitalcustomer experience.
- Develop ideas based on market research and customer trends that not only contribute to the customer experience but also contribute to the profit goal. You will analyze?potential partner relationships in conjunction with other Customer Experience Managersand Products Managers and bring forward business cases of product and service improvements. Continuously consider reducing costs without jeopardizing the expected service levels, including challenging the way of working by suppliers?
- Be responsible forthe delivery of allocated budgets, ensuring all projects are properly specified, commercially and operationally viable and deliverable to the business within agreed timescales using the agreed business processes
- Finally, you will ensure that the environmental impact of our operations are considered as part of the decision making process, and as a given will ensure safety and business risk management are embedded within the organisation.

**ABOUT YOU**
- Proven experience in customer experience management
- Experience in Project Management and Change Management
- Demonstrable record of delivering results in improving customer satisfaction and profit through creative thinking and bringing new products and services to market
- Experience of budget management delivery and Business Case construction and submission
- Knowledge of the competitor landscape, outside in thinking and creativity for new ideas to drive costs out whilst delivering the desired customer experience
- Strong problem-solving skills to identify critical issues and opportunities, evaluate options and provide clear recommendations to benefit product, service or business



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