Customer Experience (CX) Officer

Civil Aviation Authority; Crawley; On-site; GBP 27,000 - 31,000; Full time

Job summary

The Civil Aviation Authority is seeking a Customer Experience (CX) Officer to enhance customer journeys and service delivery. This role involves managing customer experience initiatives, analyzing feedback, and collaborating with teams to improve services. The ideal candidate will have strong analytical and communication skills, alongside experience with SharePoint and project management. This position offers a competitive salary and a comprehensive benefits package.

Benefits

Flexible Working

Comprehensive Benefits Package

Qualifications

• Experience managing SharePoint content.
• Strong analytical skills for customer feedback interpretation.
• Experience in project environments; project management qualification is a plus.

Responsibilities

• Oversee creation and management of customer journeys and service blueprints.
• Manage the CX Hub, update content, and analyze usage.
• Support customer research and provide training to colleagues.

Skills

SharePoint

Analytical Skills

Project Management

Communication

Organizational Skills

Service Design

Customer Journeys

Job description

Join to apply for the Customer Experience (CX) Officer role at Civil Aviation Authority

Job Details

Salary Range: £27,000 up to £31,000 dependent upon experience

Contract Type: 12 Month Fixed Term Contract

Security Level: BPSS

Visa Restrictions: This position does not offer visa sponsorship.

About the Organization

The Civil Aviation Authority is the UK's aviation and aerospace regulator, recognized globally for its leadership. We ensure the aviation industry meets high safety standards and adapt to the ever-changing aviation landscape.

The Role

The Customer Experience (CX) Officer will oversee the creation and management of customer journeys, personas, service blueprints, and reports to monitor and improve services across the CAA. Responsibilities include managing the CX Hub, updating content, analyzing usage, supporting customer research, and providing training and support to colleagues.

Qualifications and Skills

• Experience managing SharePoint content
• Strong analytical skills for customer feedback interpretation
• Experience in project environments; project management qualification is a plus
• Excellent communication and organizational skills
• Interest in service design and customer journeys
• Familiarity with GDS Service standard

Additional Information

Roles may require security vetting and UK work rights. We promote diversity and are an equal opportunity employer. We offer flexible working and a comprehensive benefits package.

Application Details

Closing Date: Monday 26th May 2025

Interview Week: W/C Monday 2nd June 2025

We reserve the right to close the vacancy early. No recruitment agencies please.