Director of Customer Experience
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
JOB SUMMARY
The Director of Customer Experience will lead the end-to-end design and delivery of the customer journey ensuring integrated service across ticketing piers lounges and onboard experience. This role works closely with operations marketing ticketing crew management and IT to create a seamless and memorable customer journey. The Director of Customer Experience builds brand loyalty and trust setting the tone for service excellence and embedding a safety and customer-first culture across the organisation.
KEY RESPONSIBILITIES
- Set product offerings and design
- Maintain a focus on the customer journey with consistent delivery at every touch point
- Introduce measures for continued improvement based on tangible initiatives and KPIs
- Design implement and continually refine the full customer journey ensuring a seamless safe and engaging experience at all points including piers ticketing boarding and onboard services; maintain a focus on consistent delivery at every touch point
- Develop and monitor KPIs related to customer satisfaction sales conversion spend per head and operational experience metrics
- Utilise customer feedback NPS surveys and journey mapping to improve the service experience.
- Establish feedback mechanisms and data tools to capture and analyse customer sentiment (e.g. NPS complaints mystery shopping) and use insights to inform decisions and prioritise initiatives
- Collaborate with Marketing and IT teams to enhance customer-facing technologies and digital experience such as the mobile app ticketing and real-time updates
- Work closely with the CCO to embed customer experience as a core pillar of UBTCs commercial strategy linking experience improvements to revenue growth
- Ensure the customer experience consistently reflects UBTCs brand values and identity across physical digital and interpersonal interactions
Requirements
QUALIFICATIONS & EXPERIENCE
- Minimum 5 years proven experience in a senior customer experience or service delivery role (transport hospitality tourism preferred).
- CCXP and Health & Safety certifications preferred
- Track record of using data and insights to drive customer-focused improvements.
- Experience in operational environments with real-time service delivery.
Required Skills:
Qualifications and experience Degree in relevant field such as Project Management Engineering Transport Operations Business Administration or Construction Management preferred. Proven experience (typically 6 years) in programme or project delivery ideally within the transport maritime infrastructure or public sector preferred. Strong track record of leading complex cross-functional programmes involving internal and external stakeholders. Demonstrable experience in contractor and vendor management including performance monitoring and dispute resolution. Proficient in project management methodologies and tools (e.g. PRINCE2 MSP Agile or equivalent). Consistent experience of managing project capital budgets of over 5m Ability to interpret strategic goals and translate them into deliverable action plans. Behavioural Competencies: Excellent communication and negotiation skills Strong analytical organisational and communication skills. Strategic mindset with the ability to navigate ambiguity. Skilled at influencing and engaging stakeholders across all levels. High attention to detail and results-driven mentality. Calm under pressure with excellent problem-solving ability
Company Industry
IT Services and IT Consulting
Key Skills
- CSS
- InVision
- Balsamiq
- HTML5
- Information Architecture
- Ux
- Usability
- Fireworks
- User Research
- UI
- Axure
- Experience Design
