Customer Experience Manager - Physical Journey

The Change Partners are working with an iconic Travel brand who are hiring for a Passenger/Customer Experience Manager.

The Passenger/Customer Experience Manager will be responsible for the end-to-end in-person journey that passengers take throughout their route, from start to finish.

Key responsibilities:

• Deliver Customer Experience improvements across the physical journey.
• Ensure alignment with customer service, satisfaction, brand and service standards.
• Collaborate cross-functionally with Operations, Marketing, Partnerships, Technology, Infrastructure and 3rd party suppliers.
• Manage 3rd party suppliers to ensure they are delivering in line with standards that have been agreed, including KPIs.
• Utilise performance metrics such as customer feedback, NPS, CSAT, audits and onsite observations to improve the journey.
• Partner with Retail brands across the journey to ensure a seamless experience....