Customer Experience Lead

JOB SUMMARY

The Customer Experience Lead will be in charge of the end-to-end design and delivery of the customer journey, ensuring integrated service across ticketing, piers, lounges, and onboard experience. This role works closely with operations, marketing, ticketing, crew management, and IT to create a seamless and memorable customer journey. The Director of Customer Experience builds brand loyalty and trust, setting the tone for service excellence, and embedding a safety and customer-first culture across the organisation.

KEY RESPONSIBILITIES Set product offerings and design Maintain a focus on the customer journey with consistent delivery at every touch point Introduce measures for continued improvement based on tangible initiatives and KPIs Design, implement, and continually refine the full customer journey ensuring a seamless, safe, and engaging experience at all points, including piers, ticketing, boarding, and onboard services; maintain a focus on consistent delivery at every touch point Develop and monitor KPIs related to customer satisfaction, sales conversion, spend per head, and operational experience metrics Utilise customer feedback, NPS, surveys, and journey mapping to improve the service experience. Establish feedback mechanisms and data tools to capture and analyse customer sentiment (e.g., NPS, complaints, mystery shopping), and use insights to inform decisions and prioritise initiatives Collaborate with Marketing and IT teams to enhance customer-facing technologies and digital experience such as the mobile app, ticketing, and real-time updates Work closely with the CCO to embed customer experience as a core pillar of UBTC’s commercial strategy, linking experience improvements to revenue growth Ensure the customer experience consistently reflects UBTC’s brand values and identity across physical, digital, and interpersonal interactions