Product Manager – Airport Customer Experience

The Role

Delivering airport customer experience improvement initiatives in support of the future airport customer experience vision.

You will be enhancing change to ensure a seamless, consistent, friendly customer experience, using customer insights to lead improvement in processes, policies and customer communications. Lead cross functional working groups to embed the innovations and enhancements that when balanced with cost and revenue objectives aim to increase customers overall satisfaction with the easyJet airport experience.

How You’ll Do It

• Develop business cases for investments in the airport experience.
• Ensure high-quality, on-time delivery of the change roadmap to meet objectives
• Deliver airport CSAT and initiatives to create competitive advantage.
• Deliver technology innovation to deliver the best airport experience within EasyJet’s low-cost model.
• Ensure commercial priorities are delivered with the best customer experience.
• Represent the voice of the customer across easyJet, ensuring projects, programmes and BAU/policy decisions consider the customer impact. Balance the needs of customer with commercial, operational, people and cost impacts and collaborate to identify the optimum solution.
• Customer journey design across the airport experience.
• Work with our third-party partners (ground-handlers) to ensure delivery of a consistent customer experience across our airport network
• Work with Ground Operations to ensure a highly engaged EasyJet customer-focused team at our airports through effective communication of processes and customer-focused incentives.
• Identify opportunities to improve pre-flight customer communication including promotion of digital to ensure all customers have the best airport experience.
  
  
  

What You Will Need To Do The Role

• Be an experienced continuous improvement/customer experience practitioner
• Ability to constructively challenge established thinking and collaborate effectively to shape future direction and new customer solutions
• Ability to network and drive change across multiple departments, working with peers across other functions to ensure that best practice is shared
• Experience of delivering technology innovations to improve the customer experience
• Experience of agile working – driving iterative, customer experience enhancing change.
• Experience of planning & delivering customer trials with clear success criteria for full roll-out.
• Experience with optimisation, processes & project management
• Ability to expertly manage relationships with partners, influencers, and co-workers
• Data-driven decision mentality and sound business judgment through strong analytical thinking
• Strong planning and organisational skills; attention to detail
• Strong communication skills, ability to simplify complex information
• Ability to develop high level strategies, engage and inspire teams to deliver to those strategies, and develop effective delivery and communication plans
  
  
  

What You’ll Get In Return

• Competitive base salary
• Up to 20% bonus
• 25 days holiday plus bank holidays, with opportunity to buy 5 additional days leave after 12 months in role
• BAYE, SAYE & Performance share schemes
• 7% pension
• 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
  
  
  

Location & Hours of Work

We support hybrid working and we spend 3 days per week in the office at our Luton HQ

About EasyJet

At easyJet our aim is to make low-cost travel easy – connecting people to what they value using Europe’s best airline network, great value fares, and friendly service.

It takes a real team effort to carry over 90 million passengers a year across 35 countries. Whether you’re working as part of our front-line operations or in our corporate functions, you’ll find people that are positive, inclusive, ready to take on a challenge, and that have your back. We call that our ‘Orange Spirit’, and we hope you’ll share that too.

Apply

Complete your application on our careers site.

We encourage individuality, empower our people to seize the initiative, and never stop learning. We see people first and foremost for their performance and potential and we are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates.

Business Area

Customer & Marketing

Primary Location

United Kingdom-London-London Luton Airport

Organisation

Customer & Marketing

Schedule

Full-time

Unposting Date

25/05/2024, 12:59:00 AM