Job Description

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The Senior Customer Experience Manager is responsible for developing a team and culture where our people can deliver world leading, personalised service to customers travelling through our terminals and onboard our trains.

The customer experience from Paddington, onboard and at Heathrow has a number of customer touch points and interactions with our people that provide an opportunity to deliver world leading service that is vital for retaining existing customers, and for converting new customers. The more positive experiences our customers have throughout their journey will give us a greater opportunity to build brand advocacy and loyalty. If we want to deliver world class face to face customer experience then we need a highly motivated, empowered and engaged workforce at every touchpoint of the customer\'s journey. Therefore, our strategy will need to incorporate strategic partners as well as our own teams.

About Us:

Heathrow brings the world closer together. Our airport facilitates the global travel and trade that keeps the economy moving. It\'s a place like no other - a city within a city - where colleagues connect around a common goal, giving our passengers the best airport service in the world.

There is a world of opportunity at Heathrow. You\'ll reach your full potential within our inclusive and supportive culture, whilst helping us to deliver our ambitious plans. Not only are we growing to welcome millions more passengers each year, we\'re also transforming our industry. Sustainability is at the heart of Heathrow and we\'re leading global efforts on decarbonisation, so that aviation continues to be a force for good in our world.

Taking the journey with us means living our values. Doing the right thing. Keeping everyone safe. Working together. Treating everyone with respect. Giving excellent service. Improving every day. Our ever-changing airport runs on teamwork and creativity. A career at Heathrow is welcoming, diverse, challenging, exciting, and rewarding.

Join Heathrow and grow your career in an airport that matters to millions.

Our rewards

We offer competitive salaries and excellent benefits, along with performance-based annual bonuses, our longer-term Share in Success Bonus plans, generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we\'ll support you to be at your best inside and outside work. And we\'ll provide learning and development opportunities to help you reach your full potential.

Working Location

Our agile approach offers the opportunity to combine home working with meetings, events and training at the airport. All roles involve some on-site working each week, so you\'ll need to be based in the UK and within a commutable distance to Heathrow.

Sustainable Travel to work

Heathrow\'s sets out easy and sustainable travel options that everyone can access.

Equal Opportunities
As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger - not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With four diversity networks, we champion inclusivity and celebrate individuality.

About the Team:

There\'s no place like Heathrow when it comes to the scale of our ambitions. Taking on a corporate role with Heathrow Express means helping to shape the best airport transfer service in the world. By helping to make the journey to and from the world\'s most iconic airport second-to-none, you\'ll open the door to a wealth of training and development opportunities across the Heathrow business.

We\'re passionate about creating journeys that are defined by quality, speed and exceptional, personalised service. You\'ll be given real accountability from day one, in a supportive team that always has your back. Your ideas will help Heathrow Express deliver excellent results in the short term and grow for the future, delivering millions more passengers to our airport in ever more sustainable ways.

Heathrow Airport