Principal Passenger Experience Specialist

1 week ago

Perth, Western Australia beBeeCustomer Full time $140,000 - $180,000
Customer Experience Lead Role

We are seeking an experienced Customer Experience Lead to champion initiatives that enhance passenger journeys through world-class signage, wayfinding, and accessibility solutions.

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 DATR, 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.
Requirements:
  • 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.
What We Offer:
  • We offer a dynamic and supportive team culture.
  • A contemporary workplace with great facilities.
  • A modern approach to work/life integration.
  • Competitive remuneration package.
  • 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. At our organization, we prioritize embedding sustainability throughout our business strategy and operations.

  • Passenger Experience Specialists

    5 days ago

    Perth, Western Australia beBeeCustomerService Full time $60,000 - $80,000

    Customer Service RoleAt Swissport, we are committed to delivering safe and high-quality services for our clients and their customers. As a Customer Service Agent, you will play a vital role in ensuring a positive experience for all passengers.Ensuring exceptional and safe service deliveryWorking collaboratively with others as part of a dynamic team...

  • Airport Passenger Experience Specialist

    2 days ago

    Perth, Western Australia beBeeCustomerService Full time $50,000 - $70,000

    As a Service Delivery Agent, you will play a key role in ensuring timely and efficient passenger service functions. You will work collaboratively with our team to deliver exceptional customer experiences.Primary ResponsibilitiesDeliver outstanding customer service, adhering to high standards of professionalism and efficiency.Process passengers and baggage in...

  • Excellent Passenger Experience Coordinator

    1 week ago

    Perth, Western Australia beBeeService Full time $49,000 - $73,000

    Customer Service RepresentativeWe are seeking highly motivated and passionate Customer Service Agents to work at Perth International Airport.Main Responsibilities:Provide exceptional customer service to passengersMonitor carousels for issues and liaise with the below-wing team for missing baggageRecord rush bags received and report issues to...

  • Passenger Service Agent

    2 days ago

    Perth, Western Australia Menzies Aviation Full time

    OverviewAdd expected salary to your profile for insightsWe have an exciting opportunity for a Part Time (between 19 - 38 hours per week depending on flight schedules) versatile and talented to join the Menzies Aviation Team based at the Perth Airport.Our passenger service team are responsible for providing exceptional customer service whilst ensuring the...

  • Passenger Service Agent

    1 day ago

    Perth, Western Australia Menzies Aviation Full time

    OverviewAdd expected salary to your profile for insightsWe have an exciting opportunity for a Part Time (between 19 - 38 hours per week depending on flight schedules) versatile and talented to join the Menzies Aviation Team based at the Perth Airport.Our passenger service team are responsible for providing exceptional customer service whilst ensuring the...

  • Airport Passenger Service Representative

    3 days ago

    Perth, Western Australia beBeeService Full time $55,000 - $77,000

    Role OverviewWe are seeking a skilled and motivated Service Delivery Agent to join our team.The ideal candidate will have excellent customer service skills, be able to work effectively in a fast-paced environment and have a strong commitment to safety and compliance.About the Role:Key Responsibilities:Customer Service:Deliver high standards of customer...

  • Airside Passenger Liaison Specialist

    6 days ago

    Perth, Western Australia beBeeCustomer Full time $60,000 - $80,000

    Job DescriptionAs a Ground Transport Officer, you will play a pivotal role in ensuring the seamless movement of passengers and vehicles within Perth Airport. Your primary responsibility will be to provide exceptional customer service, while also conducting patrols and routine inspections of airport roadways, forecourts, and facilities.Your work will involve...

  • Passenger Services Delivery Agent

    4 days ago

    Perth, Western Australia Dnata Full time

    Have you ever dreamed of working at the airport?Well this is your chance to join the worlds leading Ground Handler at Perth International AirportThe Service Delivery Agent is responsible for working in a team environment to ensure timely, efficient, professional and safe passenger service functions of check-ins for passenger handling and/or lead gate agent...

  • Passenger Services Delivery Agent

    3 days ago

    Perth, Western Australia dnata Airport Services Full time

    Have you ever dreamed of working at the airport? Well this is your chance to join the worlds leading Ground Handler at Perth International AirportThe Service Delivery Agent is responsible for working in a team environment to ensure timely, efficient, professional and safe passenger service functions of check-ins for passenger handling and/or lead gate agent...

  • Passenger Services Delivery Agent

    3 days ago

    Perth, Western Australia dnata Airport Services Full time

    Have you ever dreamed of working at the airport? Well this is your chance to join the worlds leading Ground Handler at Perth International AirportThe Service Delivery Agent is responsible for working in a team environment to ensure timely, efficient, professional and safe passenger service functions of check-ins for passenger handling and/or lead gate agent...