Customer Communications Specialist

5 months ago

Luton Airport, United Kingdom easyJet Full time

**The Role**
- Welcome to the heart of easyJet’s customer transformation, our Customer Experience team. Backed by some serious investment, we're rewriting the script for the way we manage customer communications, revamping our systems, data, processes and of course, our communications journeys. Our ultimate mission? To deliver engagement, satisfaction and make things easy for our millions of cherished passengers. Want to help redefine the way people fly? Come onboard and join us on this exciting journey.

**What you will be doing**
- As our Customer Communications Specialist, you'll be playing a pivotal role in delivering our revamped communications roadmap. Reporting to the Communications Product Manager, you'll team up with a bunch of bright minds to bring our product roadmap to life and cook up some seriously brilliant communications strategies.

Here's what you'll be doing:

- Working closely with the Communications Product Manager to design, develop and execute next-level communication strategies that'll help customers at every step from booking through to day of travel and beyond. Especially when things don’t go to plan.
- Supporting the Communications Product Manager on the development of game-changing tech and data solutions that'll make our operational communication journeys a breeze for customers.
- Establishing, managing and documenting testing plans to ensure we are continuously learning and and improving in the operational communications space.
- Unleashing your love for numbers monitoring the performance of our activity and spotting optimisation opportunities that will keep our customers happier than ever.
- Crafting multi-channel contact strategies and automated programs that'll have our operational, disruption, and service comms running like a well-oiled machine.
- Sprinkling your creative flair into our day-to-day comms, making sure every message we send helps make things easier for our customers.
- Keeping focused on innovation and tweaking our communication design, UX, and content to keep our customers engaged.

**Requirements of the Role**

**What you will need to do this role**
- Experience in Customer Communications or CRM. Familiar with leveraging engagement platforms such as Braze and collaborating with production teams to execute new journeys and solus communications.
- Familiar with the process to design and develop multi-step and multi-channel communications journeys.
- Capable of crafting clear and informative content to ensure customers feel well-prepared at each step of the journey.
- Comfortable working with tech and data teams to brief data requirements for communications programs.
- Enthusiastic about performance and reporting, with experience in setting up and managing test and learn initiatives and monitoring performance.
- Thrives in a fast-paced environment, adept at working within tight timeframes, and prioritising competing workstreams.
- Well-organised with a keen eye for detail.
- Able to champion the customer and develop strategies centred around their needs.
- Comfortable collaborating with insight and analytics teams to translate complex insights into actionable recommendations. Experience in utilising data to design segmented and personalised comms journeys.
- Confident in building relationships and managing stakeholder requirements.

**What you’ll get in return**:

- Competitive base salary
- Up to 20% bonus
- 25 days Annual Leave
- BAYE, SAYE & Performance share schemes
- 5% pension
- Life Assurance
- Flexible benefits package
- Excellent staff travel benefits
- Work away options

**Location & Hours of Work**

This full-time role will be based in LTN. We typically get together 3 times a week in the office (Hangar 89) or meet at our agency / partner offices to keep the creative juices flowing.

Ready for take-off? Let's do this

**About easyJet**
- Ready to make your next move? How about make your mark? Join a team with unstoppable drive and passion at easyJet.

At easyJet our aim is to make low-cost travel easy - connecting millions of people to what they love using Europe’s best airline network, great value fares, and friendly service.
- Whether you’re working as part of our front-line operations or in our corporate roles, we’ll give you everything you need to make a personal impact on our growing business. We believe in sharing new opportunities, stepping up to challenges and supporting each other with our Orange Spirit.

Make a difference with your next role. Make it easyJet.

**Apply**
- #LI-CH1 #LI-HYBRID

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