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Head of Physical Passenger Experience

4 months ago

Folkestone, United Kingdom Getlink Full time

"We are pioneers. Leading the way, making the impossible possible, committing to others, and to a simpler world."

JOB VACANCY - Head of Physical Passenger Experience 

Job ID: 10453

Location:  Folkestone, United Kingdom

Company:  Eurotunnel Services Limited

Department:  Commercial

Job type:  Full-Time, Permanent

Salary:  Circa. £70K+, plus benefits.

Completed applications must be received no later than midnight on Monday 8th July.

The Role
As the Head of Physical Passenger Experience, you will be pivotal in shaping the company’s ambitious Passenger Experience strategy by improving current business practices to drive continual improvement.
Ultimately this will help us deliver a market-leading experience for our customers to ensure customer centricity at every step of the journey.
This role aims to elevate customer satisfaction and loyalty by overseeing the development and implementation of initiatives that enhance every stage of the travel journey. 

Principal Accountabilities, Qualifications, and Experience
• Develop and implement the new physical experience. Working with architects, builders, and interior designers, ensures that a best-in-class physical experience is built. 
• Responsible for the end-to-end Customer experience, standards, and service delivered to our customers.
• Bachelor's degree. Master's degree is a plus. 
• Project Management Qualification - Prince2 or equivalent. 
• Proven experience (10 years) in a customer experience role within the airline, hospitality, retail, or related industry. 
• Strong understanding of customer experience principles and best practices. 
• Fluent in English, and French highly desirable but not essential.

Applications are invited from agency workers who have a statutory right to apply in line with Section 13 of the Agency Workers Regulations 2010.

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