Customer Experience (CX) Officer

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

Job summary

A leading aviation regulator in the UK is seeking a Customer Experience Officer to enhance customer journeys and service quality. This role involves managing SharePoint content, analyzing feedback, and collaborating with teams to improve services. The ideal candidate will possess strong analytical, communication, and organizational skills, and will be committed to continuous improvement and customer satisfaction.

Benefits

Flexible Hours

Onsite Gym

Discounted Gym Memberships

Generous Leave

Pension Scheme

Qualifications

• Experience managing SharePoint content.
• Strong analytical skills for interpreting customer feedback.
• Excellent communication and interpersonal skills.

Responsibilities

• Manage updates to CX Hub SharePoint pages.
• Analyze and understand usage data.
• Collect and analyze customer feedback.

Skills

Analytical Skills

Communication

Organizational Skills

Collaboration

Education

Project Management Qualification

Tools

SharePoint

Job description

Salary: £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.

We are the UK's aviation and aerospace regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

The Role

The Customer Experience (CX) Officer will manage and coordinate the creation of customer journeys, personas, service blueprints, and service health reports, along with other artefacts needed to support the monitoring and continuous improvement of services across the CAA.

The CX Officer will work with colleagues across communications and other parts of the business to manage the CAA Customer Hub and the CX toolkit, ensuring content is up-to-date and accessible.

Core Accountabilities

• Manage updates to CX Hub SharePoint pages, including:
• Writing and publishing success stories
• Updating the CX project list and ensuring alignment with PD and business planning portfolio
• Liaising and aligning with the complaints team to publish key findings
• Managing internal communications to ensure smooth throughput
• Keeping links up-to-date
• Analyzing and understanding usage data
• SharePoint administration (manage user/edit rights)
• Manage the CX toolkit, working with the Head of CX and tool owners to include updates and iterations in line with industry best practices
• Measuring and monitoring CX toolkit usage, ensuring alignment with the Project Delivery Quality Framework and CAA service standards
• Promoting the use of CX artefacts, coordinating with their owners to ensure relevance and availability
• Supporting customer research, analysis, consultation, and survey coordination across the CAA, sharing insights through knowledge management
• Collecting and analyzing customer feedback to identify improvement areas and implementing changes
• Creating reports to track views or hits on artefacts
• Providing support for the Service Governance Team and CX Strategy & Approach projects
• Supporting training sessions to ensure understanding and adherence to the CAA Service standard
• Managing team inbox and CX queries, ensuring timely responses

About You

To be considered for the role you must have:

Essential

• Experience managing SharePoint content
• Strong analytical skills for interpreting customer feedback and implementing improvements
• Experience working within a project team environment; project management qualification is a plus
• Excellent communication and interpersonal skills
• Strong planning and organizational skills, able to work to changing deadlines
• Collaborative approach, able to work in a team or independently

Desirable

• Interest in service design, customer journeys, and the CAA’s CX approaches
• Familiarity with GDS Service standard

Additional Information

Roles requiring access to sensitive infrastructure or protected information will require National Security Vetting and appropriate clearance. You must have the right to work in the UK for vetting purposes.

For more information on BPSS clearance, please visit BPSS clearance.

The CAA values high ethical standards and personal integrity. Candidates may be asked to complete a declaration of interest during the interview process.

Relocation & Property

The CAA will relocate from Aviation House (Gatwick) to a new premises within approximately 15 miles, expected after 2028. We are consulting with colleagues and visitors to determine the requirements for the new office.

Inclusive Recruitment

We are committed to diversity and inclusion. We are an equal opportunity employer and encourage applications from all backgrounds. Applicants who meet minimum criteria will be guaranteed an interview under the Disability Confident scheme. Please inform us if adjustments are needed.

Working With Us

We promote cross-functional collaboration, continuous learning, and flexible working arrangements to support work-life balance. Benefits include flexible hours, onsite gym, discounted gym memberships, generous leave, pension scheme, and more.

Our Values

Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone – For more information, please Click Here

Closing Date: Monday 26th May 2025

Interview Date: W/C Monday 2nd June 2025

We reserve the right to close this vacancy early if sufficient applications are received. Early applications are encouraged. No recruitment agencies, please.

Job Segment: Developer, SharePoint, Aerospace, Project Manager, Technology, Aviation