Customer Experience Lead
3 weeks ago
Job Requirements **Customer Experience Lead**
**The Opportunity**:
We are looking for a Customer Experience professional who can help us redefine what's possible for our passengers and local community.
As part of our ‘Grow with Gatwick' initiative you'll be provided with plenty of training and support to ensure you're developing and growing your career.
????????????The Passenger Operations and Services team provides the operational delivery of key elements of the passenger journeyand commercial & operational management of service contracts including PRM, cleaning, hold baggage screening, logistics andwaste.
**What is the role?**
The role requires extensive engagement and collaboration with senior internal and external stakeholders to ensure the development and delivery of a CX approach that is fully aligned with the wider business strategy and priorities.
**What will you do?**
- Work with key internal & external stakeholders to develop Gatwick's customer experience strategy delivering cross-functionally
- Development of customer insight and understanding around the satisfaction at each point of the CJ and from this identify where the improvements need to be centred
- Carry out a current-state organisational CX assessment that then guides the programme of activity
- Embed the customer's ‘voice' into programme management and prioritisation methodology
- Governance of change - Oversee a cross-functional governance forum with regular reporting to the senior leadership team signing off' the impact of change on the customer experience
- Ideation & development of customer propositions and project management of the implementation of these customer propositions
- Build and lead the customer experience team to support the delivery of the customer experience strategy and manage the customer services team dealing with enquiries, compliments and complaints.
- Work with the cross-organisation communications teams to support the delivery of effective passenger communications.
- Identify commercial, technological and operational opportunities & innovations to improve customer experience and enhance revenue streams.
- Engage, excite and secure commitment from colleagues and partners at all levels to the CX Strategy even where there is no direct reporting line.
- Liaise with key operational partners (airlines, service providers, retail etc) to ensure the experience they give their customers is aligned to the airport's CX Strategy.
**Do you have what we're looking for?**
- Extensive experience at senior level in the service sector - preferably CCXP qualified with aviation experience
- Strategic planning and implementation skills, ability to think ahead
- Ability to lead the culture shift necessary with airport staff and indirect staff to ensure the customer experience is shifted from a compliance and rules-based operation to a consumer focussed service
- Experience in customer proposition development including research methodologies associated with this (ideation, concept testing etc)
- Experience building business cases to support proposition development
- Experienced in working with operational teams, you'll understand the complexities of delivering in an airport operational environment
- Experience of building, leading and motivating teams including their professional development around CX
- Experience in NPS and VoC programmes
- Track record of delivering and sustaining an excellent customer experience in a people led business
- Excellent communication skills, commercially and financially astute with the ability to liaise effectively with all levels of internal and external stakeholders
- A passionate individual who cares about service quality, delivery and has experience of creating and leading a customer focused culture
- Statistical analysis, process improvement and project management
- Ability to plan, facilitate and then generate value from effective and influential customer journey mapping
- Collaboration with colleagues and customers to identify future-state experiences and sources of innovation
- Able to influence senior stakeholders across functions to gain alignment on the CX strategy and drive forward the CX agenda
- A high energy and fast paced individual who is results driven and adaptable to change
**What's it like to work here?
**Our employees tell us that working here is something special. Everyone is looking to deliver what matters to our passengers. There is so much that makes air travel possible. No day is like another. Our employees enjoy a range of personal, health andfinancial benefits, including annual leave and high street discounts. We offer a performance based bonus scheme and our people can request professional training to support them to Grow with Gatwick
We want our people to reflect our local community and the passengers we serve. We know we are all at our best when we feel comfortable and included. We want our people to feel like they can be who they want to be at work, and we work hard to provide themwith the respect and flexibility to do so.
We aim to be an equitable, diverse, and inclusive employer. We encourage and support our people to be their best. We seek different perspectives that redefine what's possible. Together we are a team.
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