Customer Experience Lead

Perth Airport is Australia's Western Hub connecting the people, businesses and communities of Western Australia with the rest of Australia and the world.
Operating 24 hours a day, seven days a week throughout the year, Perth Airport plays a significant role in providing economic, social and cultural benefits to West Australians.Perth Airport is investing more than $5 billion in new infrastructure so we can support our airline partners to grow, offering more services to new destinations and an improved customer experience.
This will be the largest funded private equity build in Western Australia for the last 30 years.Over the coming decade we will expand T1 International, and build new domestic terminal facilities, a parallel runway, two multi-storey carparks and our first airport hotel.
This will deliver one airport for the people of Western Australia which will host all flight services in a central location giving passengers a seamless, world-class travel experience.The Perth Airport estate is spread over 2100 hectares and has developed a $1.5 billion portfolio of existing industrial premises and significant vacant land holdings.We service a truly diverse community and play an important role in strengthening cultural, family and social bonds while supporting business, tourism and leisure travel.We are on the lookout for a Customer Experience Lead (Customer Journey) to champion 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.What you'll do:Deliver key initiatives from Perth Airport's 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 Perth Airport's 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 Perth Airport's Work, Safety & Health standards.About you: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.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 including free parking.Perth Airport is an Equal Opportunities Employer.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.Doing the right thing by the planet and future generations is important to us.
At PAPL we place a strong emphasis on embedding sustainability throughout our business strategy and operations.
We remain steadfast in our commitment to driving ESPG (Environmental, Social, People, Governance) performance across our value chain and areas that have material environmental and social impact.If this sounds like you please get in touch.
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