Customer Experience Executive

Jet2.com Limited; Leeds; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a leading airline as a Customer Experience Executive to enhance customer journeys and brand engagement. This role requires a passion for the travel industry and skills in data analysis and communication, with responsibilities spanning marketing initiatives and customer insights. Experience the opportunity to redefine travel experiences and create lasting memories for millions while working in an environment that supports your growth.

Benefits

Hybrid working (2 days in the office)

Generous discretionary profit share scheme

Colleague discounts on Jet2.com and Jet2holidays flights

Qualifications

• Passion for the Travel Industry with experience in customer journey management.
• Robust numerical and data analysis skills.
• Effective communicator and key team player.

Responsibilities

• Develop and implement customer journey branding plans and projects.
• Collaborate with operational teams to enhance customer experience.
• Support projects to modernize customer experience on flights and holidays.

Skills

Numerical Skills

Data Analysis

Communication

Teamwork

Tools

Excel

Word

PowerPoint

Job description

Reporting to the Marketing Manager Customer Journey, our Customer Experience Executive will join the team responsible for our industry-leading approach to customer journey marketing and insights along the entire customer journey. In this demanding and exciting role, you’ll have a direct impact on brand awareness, commercial success, and customer retention – helping to Create Memories by ensuring every Jet2.com and Jet2holidays customer enjoys a VIP experience.

As our Customer Experience Executive, you’ll have access to a wide range of benefits including:

• Hybrid working (we’re in the office 2 days per week)
• Access to a generous discretionary profit share scheme
• Colleague discounts on Jet2.com and Jet2holidays flights

What you’ll do:

Our Customer Experience Executive will work on high-profile projects and Work as One Team with operational and commercial colleagues to enhance the experience along the entire customer journey. You’ll also: -

• Support the development and coordination of implementing customer journey branding plans and projects.
• Work closely with our In-Flight Retail & Cabin Services Teams to help optimise inflight engagement and drive sales through pre-travel and onboard marketing initiatives.
• Collaborate with our Ground Operations and Overseas Operations teams to support work on high-profile branding projects in airports and in our resorts.
• Help identify key themes to explore within the wider CX team to drive incremental improvements to the customer journey.
• Support the focus on customer experience throughout the entire customer journey, by driving the use of customer insights, including the outputs of our CSAT programme.
• Have a determined approach to maximising brand in our service delivery, helping to future-proof our secret recipe.
• Carry out competitor analysis of in-flight marketing material and service, and of new product and service innovations.
• Reinforce our brand at every interaction, especially those touchpoints most valued by our customers.
• Lead the logistics of supply and delivery of printed material across Holidays and Flights.
• Support projects which eliminate pinch points and modernise/improve customer experience on our flights & holidays – on the ground and in the air.
• Help ensure the Customer voice is heard throughout key brand/operational decisions.
• Familiarise yourself with the wider business, helping to develop and maintain consistency, proven to deliver high NPS scores which in turn generate repeat business.

What you’ll have:

Our Customer Experience Executive will have a passion for the Travel Industry, with previous experience in aiding the creation of real differentiation in service through management of customer experience along the customer journey, identifying and delivering more ways to surprise and delight customers. You’ll also: -

• Have robust numerical and data analysis skills.
• Have good IT skills, including Excel, Word and PowerPoint and have a strong attention to detail.
• Be an effective and enthusiastic communicator.
• Be a key team player.

Join us as we redefine travel experiences and create memories for millions of passengers. At Jet2.com and Jet2holidays, your potential has no limits. Apply today and let your career take flight!