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Customer Journey Excellence Manager

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City Of Swan, Australia beBeeCustomerExperience Full time $110,000 - $140,000
Job Overview

We are seeking a visionary leader to drive initiatives that enhance passenger experiences through innovative 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.

Key Responsibilities:
  • 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 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.
About You

You will have a strong background in wayfinding design, signage systems, and spatial orientation in complex built environments.

You will be able to confidently map end-to-end customer journeys, identifying friction points and designing thoughtful improvements.

You will understand and apply principles of accessibility and universal design, including standards for inclusive navigation.

You will have experience with digital wayfinding tools such as FIDS, kiosks, mobile apps, QR codes, and signage platforms.

You will use data insights from passenger feedback, movement analytics and audits to drive informed decision-making.

You will bring a deeply customer-centric mindset, always considering the experience through the eyes of the passenger.

You will be a proactive problem solver who thrives on improving systems and resolving navigational challenges.

You will collaborate effectively with diverse stakeholders and be comfortable working in a dynamic, fast-paced airport environment.

About Us

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 remain steadfast in our commitment to driving Environmental, Social, People, Governance (ESPG) performance across our value chain and areas that have material environmental and social impact.