Airport Experience Manager

2 weeks ago

Perth, Western Australia beBeeCustomer Full time $120,000 - $145,000

As a key player in Western Australia's economy, Perth Airport is committed to delivering an exceptional passenger experience. Our multi-billion dollar investment in new infrastructure, including the expansion of T1 International and the construction of a parallel runway, is designed to meet the growing needs of our community.

We aim to create one airport that serves all Western Australians, hosting all flight services in a central location and providing a seamless travel experience.

The Customer Experience Lead will drive initiatives that enhance passenger journeys through world-class signage, wayfinding, and accessibility solutions.

This is an exciting opportunity to contribute to our customer experience strategy, driving improvements that make a real difference to how millions of passengers experience the airport.

  • Deliver key initiatives from our Customer Experience Strategy and 3-year roadmap to enhance the customer journey.
  • Lead the management and ongoing improvement of wayfinding and signage, ensuring alignment with our standards.
  • Maintain and develop the signage data repository, ensuring accuracy, accessibility, and consistency across the precinct.
  • Own and manage customer experience capital projects and strategic initiatives that improve navigation and accessibility.
  • Act as the customer experience lead on internal projects, advocating for journey improvements from planning through to delivery.
  • Support the delivery of our Disability Access and Inclusion Plan (DAIP), including key project implementation and stakeholder engagement.
  • Manage ad hoc wayfinding projects, including the development of self-service solutions for internal teams.
  • Promote a strong safety culture and ensure all initiatives meet our Work, Safety & Health standards.

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