Head of Customer Experience

Job Profile

• Based at London Stansted Airport 
• 24 Month FTC
• Hybrid 
• £70 - 75,000

Why MAG?

At MAG we provide the airport facilities and travel services that people need to connect with the world. As the largest UK owned airport operator, we serve over 60 million passengers a year from Manchester, London Stansted, and East Midlands Airports. With over 270 destinations across the globe, our businesses not only bring people together but also support the prosperity of the regions in which we operate.

At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to creating environments in which our people can thrive.

The Role

This is a key position in ensuring that our customers receive the best experience possible, as you will be shaping and delivering strategic initiatives aimed to make London Stansted Airport 'best in class' in terms of our passenger experience. As we embark on a period of transformation, your key responsibilities will be:

• Providing strategic leadership in the Customer Experience space
• Work cross functionally across teams at London Stansted and the wider MAG group
• Engage with external and internal customers and use feedback to compliment our strategic direction
• Incorporate our brand, digital transformation, people, and commercial elements into overall Customer Experience strategy
• Collaborate and align strategy with key business areas
• Develop customer service training and training plans 
• Formulation of Customer Journey map
• Programme & Project Management of strategy implementation (Uniform and Brand relaunch for example)
• Ensure decisions are supported by data and insights

What will make you successful in the role? 

In order to be successful in this role, you will have:

• A strong track record within Customer Experience
• Previous leadership experience
• Previous experience of strategy formulation, design and implementation 
• Managed large projects within a multi-layered and complex organisation 
• Clear and professional communication style
• Collaborative mindset
• Experience mapping customer journeys
• Proficiency using data to inform decision making 
• Commercial understanding of income generation through positive customer experiences
• Experience managing within a regulated environment
• Exposure to running change projects in a dynamic, live environment

Equal Opportunities & Reasonable Adjustments

At MAG we believe in the importance of diversity & inclusion for all. We are committed to creating a workforce that is reflective of our society. As such we welcome applications from candidates from all backgrounds.

We’re also committed to well-being with a focus on mental health and supporting colleagues from underrepresented groups through our Colleague Resource Groups.

As a Disability Confident employer we are committed to creating an environment where candidates and employees can perform at their optimum. Please let us know if we can provide you with any reasonable adjustments to aid your application or interview process.

You can contact the team by emailing HR.Recruitment@MAGAirports.com

Our Colleague Resource Groups include: Women’s Network, Embrace - Race & Ethnicity Group, Fly With Pride (LGBTQIA+), Mental Health, Parent & Carers, Disabilities including neurodiversity