Airport Passenger Journey Lead

2 days ago

Perth, Western Australia beBeeCustomerExperience Full time
Lead Customer Experience

We are seeking a highly skilled and experienced professional to lead our customer experience initiatives. As a key member of our team, you will be responsible for championing 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.

About the Role:

  • Deliver key initiatives from our customer experience strategy and roadmap to enhance the customer journey.
  • 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 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.

Key Skills and Qualifications:

  • 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 such as FIDS, kiosks, mobile apps, QR codes, and signage platforms.
  • You use data insights from passenger feedback, movement analytics, and audits to drive informed decision-making.
  • You bring a deeply customer-centric mindset, always considering the experience through the eyes of the passenger.
  • You're a proactive problem solver who thrives on improving systems and resolving navigational challenges.
  • You collaborate effectively with diverse stakeholders and are comfortable working in a dynamic, fast-paced airport environment.

Benefits:

We offer a dynamic and supportive team culture, a contemporary workplace with great facilities, and a modern approach to work / life integration. Our competitive remuneration package comes with additional company benefits.

We are committed to building an equitable and diverse workforce representative of the community we serve. We encourage and welcome applications from all communities and backgrounds.

We place a strong emphasis on embedding sustainability throughout our business strategy and operations.

If this sounds like you, please get in touch.

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