Digital Customer Experience Director for European Expansion

🏢 ABOUT THE COMPANY

JetBlue Airways is a low-cost American airline that provides passenger and cargo services. Founded in 1998, the company is headquartered in Long Island City, New York, and operates a fleet of over 250 aircraft. With a mission to be the most loved airline, JetBlue prides itself on its customer-centric approach, commitment to safety, and innovative spirit. As a growing airline with a presence in the UK, we are constantly seeking talented professionals to join our team and help us achieve our goals.

🎯 ROLE OVERVIEW

As the Digital Customer Experience Director for European Expansion, you will play a key role in shaping JetBlue's digital strategy across the UK market. You will work closely with our cross-functional teams to identify opportunities for growth, develop and implement digital solutions that meet the evolving needs of our customers, and drive business results. Directly reporting to the Vice President of Customer Experience, you will be responsible for leading a team of digital experts and collaborating with stakeholders to ensure seamless execution of digital initiatives.

📋 KEY RESPONSIBILITIES

• Develop and execute a comprehensive digital customer experience strategy that aligns with JetBlue's overall business objectives and resonates with our UK customer base.

• Lead a team of digital experts, including UX/UI designers, product managers, and developers, to design, build, and implement digital solutions that meet customer needs and drive business growth.

• Collaborate with stakeholders across the organization, including marketing, sales, and customer service, to ensure alignment and effective execution of digital initiatives.

• Conduct market research and stay up-to-date on industry trends to identify opportunities for innovation and growth.

• Develop and manage budgets, timelines, and resource allocations to ensure successful project delivery.

• Identify and mitigate risks, ensuring the quality and security of digital solutions.

• Foster a culture of experimentation, innovation, and continuous improvement within the digital team.

• Develop and maintain key performance indicators (KPIs) to measure the success of digital initiatives and make data-driven decisions.

✅ REQUIRED QUALIFICATIONS

• 8+ years of experience in digital customer experience or a related field, with a proven track record of driving business growth and delivering innovative solutions.

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• Advanced technical skills, including proficiency in cloud-based technologies, agile methodologies, and digital analytics tools.

• Experience with leading cross-functional teams, managing budgets, and collaborating with stakeholders at all levels.

• Strong understanding of customer behavior, market trends, and industry best practices.

⭐ PREFERRED QUALIFICATIONS

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

• Experience working in the airline or travel industry.

• Certification in digital marketing, customer experience, or a related field.

• Fluency in multiple languages, including English, Spanish, and/or French.

💰 WHAT WE OFFER

• Competitive salary range: £50,000 - £80,000 per annum.

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

• Retirement plan with company match and vesting schedule.

• Generous vacation policy, including 25 days of annual leave and paid time off.

• Opportunities for professional growth and development, including training programs, certifications, and education assistance.

• Flexible remote work policy, with the option to work from home or in our UK office.

• Collaborative team culture that values innovation, inclusivity, and diversity.

👥 ABOUT THE TEAM

Our digital team is a dynamic and collaborative group of professionals who share a passion for innovation and customer-centricity. We work closely with cross-functional teams to deliver digital solutions that meet the evolving needs of our customers. Recent wins include the launch of our mobile app, the implementation of AI-powered chatbots, and the development of a suite of digital marketing tools. We are a team of experimenters, learners, and leaders who are committed to driving business growth and delivering exceptional customer experiences.

📨 HOW TO APPLY

To apply for this exciting opportunity, please submit your resume, cover letter, and portfolio of work to our UK recruitment team. We look forward to hearing from you! Applications will be reviewed on a rolling basis, and we expect to make a hire within the next 6-8 weeks.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, GB
Address	123 Oxford Street, London, W1D 1NE, W1D 1NE
Salary	GBP 50,000 – 80,000 / year
Industry	General
Company	JetBlue Airline
Valid Until	2026-10-13

📨 How to Apply

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