Head of Passenger Insights and Customer Experience

Job summary

This role involves leading a team focused on transforming data into actionable insights to enhance customer experiences in the passenger sector. The Head of Passenger Insights and Customer Experience will be responsible for unifying teams to deliver a seamless passenger journey, ensuring strategic alignment across all functions.

Qualifications

• Proven experience in generating audience insights and translating them into commercially viable initiatives.
• Demonstrated success in leading cross-functional strategic projects and developing roadmaps.
• Experience in designing and leveraging customer journeys to guide business direction.
• Exceptional stakeholder management skills with the ability to build trust and drive consensus.
• Leadership experience in managing and developing teams.
• Knowledge of B2C travel is highly advantageous.

Responsibilities

• Define target audiences and provide actionable insights to stakeholders across commercial functions.
• Develop and own end-to-end customer journeys, using them as a framework for strategic alignment.
• Lead strategic initiatives across the Passenger function, ensuring a consistent roadmap.
• Manage overarching priorities with a focus on loyalty and passenger experience.
• Mentor and develop a high-performing team of specialists in insights, customer experience, and strategy.

Skills

• Strong strategic and commercial mindset.
• Excellent communication skills for cross-functional collaboration.
• Proactive and strategic thinking in enhancing passenger experiences.
• Collaborative leadership style with a focus on empowering team members.

Education

• Relevant educational background in business, marketing, or a related field is preferred.

Tools

• Familiarity with data analytics tools and customer journey mapping software is beneficial.