Passenger Journey Enhancer
2 weeks ago
We are seeking a highly skilled Customer Experience Lead to champion initiatives that enhance passenger journeys through signage, wayfinding, and accessibility solutions.
Main Responsibilities:- Deliver key initiatives from our Customer Experience Strategy and 3-year roadmap.
- Lead the management and ongoing improvement of wayfinding and signage, ensuring alignment with airport standards.
- Maintain and develop the signage data repository, ensuring accuracy, accessibility, and consistency.
- 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.
- You have strong knowledge of wayfinding design, signage systems, and spatial orientation in complex built environments.
- You can confidently map end-to-end customer journeys, identifying friction points and designing thoughtful improvements.
- You understand and apply principles of accessibility and universal design, including standards for inclusive navigation.
- You are experienced with digital wayfinding tools and data insights from passenger feedback, movement analytics, and audits.
- You bring a deeply customer-centric mindset and are proactive in improving systems and resolving navigational challenges.
We offer a dynamic team culture, competitive remuneration package, and company benefits. We're committed to building an equitable and diverse workforce and encourage applications from all communities and backgrounds.
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