Salary
£40,000-£45,000 per year, inc benefits
Location
Folkestone, Kent, United Kingdom
Job type
Permanent
Sector
Marketing
Job ref
X3-1290765
Job posted
Posted 2 days ago
I am looking for a Physical Passenger Experience Manager to lead the delivery and continuous improvement of the end-to-end physical passenger experience across all customer touchpoints. This role will ensure that passenger environments are safe, accessible, efficient, and aligned with high standards of customer satisfaction.
You will play a key role in shaping how passengers experience our services in physical environments, working closely with operational and cross-functional teams to deliver a seamless and high-quality journey.
Key Duties:
** Passenger Experience Strategy
** Develop and implement strategies to enhance the overall physical passenger journey, ensuring alignment with wider customer and business objectives.
**Customer Journey & Touchpoint Management
** Mapping and optimising the end-to-end passenger journey, improving key touchpoints such as waiting areas, signage, accessibility, and passenger flow.
** Stakeholder Engagement
** Working closely with internal teams and external partners to ensure a consistently high standard of service delivery and customer experience.
** Performance Monitoring & Insights
** Analysing customer feedback, operational data, and performance metrics to identify trends and drive improvements.
** Set and maintain standards across cleanliness, safety, accessibility, and overall passenger environment, ensuring compliance with all relevant regulations.
** You will lead initiatives to enhance the passenger experience, implementing innovative solutions and best practices.
** You will proactively identify and resolve issues affecting the customer journey, managing escalations where needed and project managing start to finish
Skills & Experience
** Proven experience in customer experience, operations, or facilities management within a passenger-focused environment
** Proven project management experience
** Strong understanding of customer journey mapping and service design
** Ability to analyse data and translate insights into actionable improvements
** Excellent stakeholder management and communication skills
** Experience managing cross-functional initiatives
This is an office based position in Folkstone due to the nature of the role, but will over a more hybrid role after probation. To find out more enquire ASAP!
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