Product Manager – Airport Customer Experience

Job Description - Product Manager – Airport Customer Experience (15324)

Description

This role exists to deliver airport customer experience improvement initiatives in support of the future airport customer experience vision.

You will be enhancing change to ensure a seamless, consistent, friendly customer experience, using customer insights to lead improvement in processes, policies, and customer communications.

How you’ll do it

In summary, you will be working towards advancing customer satisfaction. You will develop strong business cases for investment, ensuring high-quality and timely execution of improvement plans, and drive technological innovation within the low-cost model to optimize the airport experience. You will also identify opportunities to improve pre-flight customer communication while balancing commercial priorities with a commitment to delivering the best possible customer experience.

You will represent the voice of the customer across easyJet, ensuring projects, programmes, and BAU/policy decisions consider the customer impact at all times while balancing the customer needs with commercial, operational, people, and cost impacts.

In addition, you will work with our ground-handlers to ensure they are highly engaged and consistent in their approach across all of our airport networks.

What you will need to do the role:

To succeed in this position, you will need to demonstrate a track record of continuous improvement and enhancing customer experience. You will create high-level strategies and will need to inspire and motivate change across multiple functions. This will require strong communication plans, networking skills, and the ability to constructively challenge established ideas. Collaboration will be key to shaping future directions and developing new customer solutions, along with a data-driven approach and strong analytical thinking to support sound business judgment in decision-making.

This role also requires expertise in implementing technology innovations to enhance customer experience; therefore, a background in project management using agile methodologies and experience in planning customer trials with defined success criteria for broader implementation are needed, as is proficiency in optimisation and process improvement.

Requirements of the Role

What you’ll get in return:

1. Competitive base salary
2. Up to 20% bonus
3. 25 days holiday plus bank holidays, with the opportunity to buy 5 additional days leave after 12 months in role
4. BAYE, SAYE & Performance share schemes
5. Life Assurance (x4)
6. Discounted staff travel scheme with access for friends and family
7. Annual credit for discount on easyJet holidays
8. ‘Work Away’ scheme, allowing you to work abroad for 30 days a year
9. Electric vehicle lease salary sacrifice scheme
10. Access to online learning tools and development programmes

Location & Hours of Work

We support hybrid working and spend 60% of our time at our HQ at Luton airport. This role will also require some travel around our Airport bases.

About easyJet

At easyJet, our aim is to make low-cost travel easy – connecting people to what they value using Europe’s best airline network, great value fares, and friendly service. It takes a real team effort to carry over 90 million passengers a year across 35 countries. Whether you’re working as part of our front-line operations or in our corporate functions, you’ll find people that are positive, inclusive, ready to take on a challenge, and that have your back. We call that our ‘Orange Spirit’, and we hope you’ll share that too.

Apply

Complete your application on our careers site. We encourage individuality, empower our people to seize the initiative, and never stop learning. We see people first and foremost for their performance and potential, and we are committed to building a diverse and inclusive organisation that supports the needs of all. As such, we will make reasonable adjustments at interview through to employment for our candidates.

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Business Area

Customer & Marketing

Primary Location