Job Description
The Change Partners are currently partnered with an Iconic Travel brand who are transforming the in-person customer experience, hiring a Head of Customer Experience.
The role will own the physical passenger/customer experience within the Retail environment to ensure the customer has a strong journey at every touchpoint.
Key responsibilities:
* Own end to end physical customer experience strategy and execution to deliver strong in-person customer journies.
* Ensure service and standards are delivered to customers.
* Identify opportunities to improve CX using NPS and customer feedback.
* Work with Retail and wider partners across their operations to ensure developments remain inline with overall customer experience goals.
* Ensure customer service teams on the ground are well trained and equipped to provide excellent experiences for customers.
* Work across multiple areas including: Visual, display, POS, positioning, new retail partners, shop placements, interior design, NPS, customer satisfaction and more.
* Ensure every detail of the terminal is functional and working and provides a strong experience for passengers at each touchpoint.
* Support with Customer experience and retail design projects.
* Identify new technology and wider tools that will benefit the physical passenger experience.
Your background:
* At least 5 years working in Physical Customer Experience positions.
* Experience working within Airports, Terminals, Stations, Retail Shops/stores or similar.
* Strong understanding of best practice and principles within Customer experience.
* Previously held a similar role owning in person customer experience strategy and execution.
* Able to support with project management for redesign of physical experience touchpoints e.g. retail design.
Please apply for further information.