Part-Time Senior Aviation Customer Experience Manager

🏢 About The Company

United Airlines is a leading United States carrier founded in 1926, operating over 5,000 flights daily to more than 350 destinations worldwide. Our mission is to provide safe, reliable, and exceptional customer experiences while fostering a culture of innovation, respect, and teamwork. With a workforce of over 74,000 employees, we strive to make a positive impact on our customers' lives and contribute to the growth of global air travel. As a part of our team, you'll have the opportunity to be part of a dynamic and inclusive environment that values diversity, equity, and inclusion.

🎯 Role Overview

As a Senior Aviation Customer Experience Manager, you will play a pivotal role in shaping our customer experience strategy across the UK. You will work closely with our cross-functional teams, including Customer Service, Operations, and Marketing, to develop and implement initiatives that drive customer loyalty and satisfaction. Reporting directly to our Customer Experience Director, you will have the opportunity to make a significant impact on our business and contribute to our growth ambitions.

📋 Key Responsibilities

- Serve as a subject matter expert in customer experience, providing strategic guidance and recommendations to inform business decisions

- Collaborate with teams to design, develop, and implement customer experience initiatives, including loyalty programs, service recovery processes, and in-flight amenities

- Analyze customer feedback, data, and market trends to identify opportunities for improvement and drive business growth

- Develop and maintain strong relationships with internal stakeholders, including Customer Service, Operations, and Marketing teams

- Stay up-to-date with industry trends and best practices in customer experience, sharing knowledge and insights with the team

- Work with the leadership team to develop and implement a customer experience strategy that aligns with our business goals

- Provide coaching, training, and development opportunities to team members to enhance their skills and knowledge

- Participate in business planning and budgeting processes, ensuring alignment with customer experience objectives

✅ Required Qualifications

- Minimum 5 years of experience in customer experience leadership or management roles, preferably in the aviation or travel industry

- Proven track record of driving business growth and improving customer satisfaction through strategic initiatives and process improvements

- Strong analytical and problem-solving skills, with the ability to interpret data and customer feedback to inform business decisions

- Excellent communication, project management, and leadership skills, with the ability to collaborate with cross-functional teams

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

- Strong knowledge of customer experience principles, practices, and industry trends

⭐ Preferred Qualifications

- Advanced degree in Business Administration, Marketing, or a related field

- Certification in Customer Experience, such as CXC or CCXP

- Experience with customer journey mapping, service design, and process improvement methodologies

- Familiarity with airline operations, processes, and systems, such as CRM and revenue management

💰 What We Offer

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

- Comprehensive health insurance and pension scheme

- 25 days of annual leave, plus bank holidays and a flexible holiday policy

- £1,000 annual learning and development budget

- Hybrid working policy, with the option to work from home and flexible hours

- Collaborative and dynamic team culture, with opportunities for growth and professional development

👥 About The Team

- Our Customer Experience team is a dynamic and inclusive group of professionals working together to deliver exceptional customer experiences

- We value diversity, equity, and inclusion, and strive to create a workplace that is welcoming and supportive of all employees

- Recent achievements include the launch of new loyalty programs, service recovery initiatives, and in-flight amenities

📨 How To Apply

- Please submit your application, including your resume and a cover letter, to [insert contact information]

- We expect to respond to all applications within 2-3 weeks, and will be in touch soon to discuss the next steps in the process.

📋 Job Details

Job Type	PART TIME
Location	London, GB
Address	20 King's Cross Road, EC1R 5HB
Salary	GBP 50,000 – 80,000 / year
Industry	General
Company	United Airlines
Valid Until	2026-10-13

📨 How to Apply

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