Customer Experience Strategist

1 month ago

London, Greater London, United Kingdom easyJet Airline Company PLC Full time

Job Description

We are seeking a highly skilled Customer Experience Strategist to join our team at easyJet Airline Company PLC. This role is based at our HQ in Luton airport and will require some travel around our Airport bases.

About the Role

The Customer Experience Strategist will be responsible for delivering airport customer experience improvement initiatives in support of our future airport customer experience vision. You will work closely with our ground-handlers to ensure they are highly engaged and consistent in their approach across all of our airport networks.

Key Responsibilities

  • Enhance change to ensure a seamless, consistent, friendly customer experience using customer insights to lead improvement in processes, policies, and customer communications.
  • Develop strong business cases for investment, ensuring high-quality and timely execution of improvement plans, and drive technological innovation within the low-cost model to optimize the airport experience.
  • Identify opportunities to improve pre-flight customer communication while balancing commercial priorities with a commitment to delivering the best possible customer experience.
  • Represent the voice of the customer across easyJet, ensuring projects, programmes, and BAU/policy decisions consider the customer impact at all times while balancing the customer needs with commercial, operational, people, and cost impacts.

Requirements of the Role

To succeed in this position, you will need to demonstrate a track record of continuous improvement and enhancing customer experience. You will create high-level strategies and inspire and motivate change across multiple functions. This will require strong communication plans, networking skills, and the ability to constructively challenge established ideas.

What You'll Get in Return

  • A competitive salary of £45,000 per annum.
  • Up to 20% bonus.
  • 25 days holiday plus bank holidays, with the opportunity to buy 5 additional days leave after 12 months in role.
  • BAYE, SAYE & Performance share schemes.
  • Life Assurance (x4).
  • Discounted staff travel scheme with access for friends and family.
  • Annual credit for discount on easyJet holidays.
  • 'Work Away' scheme, allowing you to work abroad for 30 days a year.
  • Electric vehicle lease salary sacrifice scheme.
  • Access to online learning tools and development programmes.

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