Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.
This week: Customer Journey Manager – (Luton Airport, London, UK - hybrid options available)
EasyJet are significantly investing in their Customer Experience Team, and are looking to recruit a new Customer Journey Manager. The post-holder will be responsible for continually improving the experience of easyJet's customers, understanding customer pain points, and coordinating improvement initiatives that lead to increased customer satisfaction.
Partner with an area of the business to consult on customer experience challenges and opportunities.
Working with the Customer Insights Team, analyse customer satisfaction findings for the business area and use this insight to continually identify opportunities to improve the customer experience.
Represent the voice of the customer across the business area, 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.
Ensure the key customer measures are visible and understood throughout the business area.
Understand operational/business challenges and opportunities, and consider in customer experience designs.
Map ‘as is’ and ‘to be’ customer journeys, create roadmaps and action plans.
Design, coordinate and implement initiatives to deliver improvements to customer experience. Drive investment proposals or project initiations to deliver those improvements where required.
Measure the impact of initiatives and document learnings.
Customer experience professional.
Experience of working in a service-oriented business.
Energetic and dynamic – be the power behind customer initiatives, spot opportunities and problems and resolve them.
Influencing & Engaging – ability to engage with people across the business, influence and build relationships, and take them on a journey to improve the customer experience.
Conflict resolution – ability to manage conflict and compromise to get to a practical solution.