Cloud-Based Customer Experience Manager — Global Aviation Industry

🏢 ABOUT THE COMPANY

Delta Airlines is one of the world's leading airlines, founded in 1924 with a mission to connect people and cultures around the globe. As a major airline with a fleet of over 850 aircraft, Delta operates flights to over 300 destinations worldwide. Our company culture is built on a foundation of mutual respect, trust, and teamwork, with a commitment to innovation and customer satisfaction. Delta has received numerous awards for its exceptional service, including the prestigious Skytrax Airline of the Year award. We are a great place to work, with opportunities for growth and development in a dynamic and supportive environment.

🎯 ROLE OVERVIEW

As a Cloud-Based Customer Experience Manager, you will play a key role in driving digital transformation and improving the customer experience across our global operations. Reporting to the Director of Digital Experience, you will lead a team of customer experience designers and analysts to design, develop, and implement innovative solutions that meet the evolving needs of our customers. Your impact will be felt across the organization, from improving customer satisfaction and loyalty to driving revenue growth and competitiveness.

📋 KEY RESPONSIBILITIES

Design and develop customer experience strategies and roadmaps to drive business growth and customer satisfaction.

Lead a team of customer experience designers and analysts to deliver high-quality solutions that meet customer needs.

Develop and maintain strong relationships with stakeholders across the organization, including business leaders, product owners, and customer experience teams.

Collaborate with cross-functional teams to identify business needs and develop solutions that meet customer requirements.

Analyse customer data and feedback to identify trends and opportunities for improvement.

Develop and implement metrics and key performance indicators (KPIs) to measure customer experience performance.

Stay up-to-date with industry trends and best practices in customer experience and digital transformation.

Provide thought leadership and guidance on customer experience strategy and implementation.

✅ REQUIRED QUALIFICATIONS

5+ years of experience in customer experience management or a related field.

Bachelor's degree in Business Administration, Marketing, or a related field.

Proven track record of leading cross-functional teams to deliver high-quality solutions.

Strong analytical and problem-solving skills, with the ability to interpret complex data and develop insights.

Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders.

⭐ PREFERRED QUALIFICATIONS

Master's degree in Business Administration, Marketing, or a related field.

Certifications in customer experience or digital transformation.

Experience working in the aviation or travel industry.

Proven ability to drive business growth and revenue through customer experience initiatives.

💰 WHAT WE OFFER

£60,000 - £80,000 per annum, depending on experience.

Comprehensive health insurance, including medical, dental, and vision coverage.

A generous retirement plan, including a pension scheme and life insurance.

25 days of annual leave, plus bank holidays.

£2,000 annual learning and development budget.

Flexible working arrangements, including remote work options.

Opportunities for career growth and professional development.

👥 ABOUT THE TEAM

Our team is a diverse and dynamic group of customer experience professionals, passionate about delivering exceptional service and driving business growth. We work collaboratively to design and develop innovative solutions that meet customer needs, with a focus on continuous learning and improvement. Recent wins include the launch of a new customer experience platform and the development of a customer feedback program.

📨 HOW TO APPLY

To apply, please submit your resume and a cover letter outlining your relevant experience and qualifications. We look forward to hearing from you!

📋 Job Details

Job Type	🌐 Remote
Location	Remote, GB
Address	123 Corporate Park, EC2N 5AP
Salary	GBP 60,000 – 80,000 / year
Industry	General
Company	Delta Airlines
Valid Until	2026-10-13

📨 How to Apply

Submit your updated CV and a brief cover letter to Delta Airlines. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.