Product Manager - Airport Customer Experience

This role exists to deliver 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.

How you'll do it

In summary you will be working towards advancing customer satisfaction. You will develop strong business cases for investment, ensuring high-quality and timely execution of improvement plans and drive technological innovation within the low-cost model to optimize the airport experience. You will also identify opportunities to improve pre-flight customer communication all the while balancing commercial priorities with a commitment to delivering the best possible customer experience.

You will represent the voice of the customer across easyJet, ensuring projects, programmes and BAU/policy decisions consider the customer impact at all times whilst balancing the customer needs with with commercial, operational, people and cost impacts.

In addition you will work with our ground-handlers to ensure they are highly-engaged and consistent in their approach across all of our airport networks.

To succeed in this position you will need to demonstrate a track record of continuous improvement and enhancing customer experience. You will create high-level strategies and will need to inspire and motivate change across multiple functions. This will require strong communication plans, networking skills, and the ability to constructively challenge established ideas. Collaboration will be key to shaping future directions and developing new customer solutionsalong with a data-driven approach and strong analytical thinking to support sound business judgment in decision-making

This role also requires expertise in implementing technology innovations to enhance customer experience and so a background in project management using agile methodologies and experience in planning customer trials with defined success criteria for broader implementation are needed as is proficiency in optimisation and process improvement

· 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 spend 60% of our time at our HQ at Luton airport. This role will also require some travel around our Airport bases

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.