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- Tasks: Collaborate on enhancing customer experience and develop strategies for passenger segmentation.
- Company: Heathrow is the world's most iconic airport, offering unique career opportunities in a vibrant environment.
- Benefits: Enjoy competitive salaries, performance bonuses, generous leave, and flexible hybrid working options.
- Why this job: Join a passionate team dedicated to improving passenger experiences and driving sustainability in aviation.
- Qualifications: Customer experience expertise, strong communication skills, and a collaborative mindset are essential.
- Other info: Heathrow champions diversity and inclusivity, welcoming applicants from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
The primary purpose of this role is to collaborate with the Senior Customer Proposition Manager in the delivery and integration of the Heathrow customer proposition throughout the organisation. This initiative spans from the near future towards our Passenger Experience vision for 2040. The customer proposition outlines the requirements we must fulfil to achieve our ambition of becoming an exceptional airport. Underpinning the customer proposition will be a synthesis of work that defines its value and significance, ensuring that customer considerations are prioritised within our agenda.
We will work closely with colleagues in Customer Insight to establish a customer segmentation that vividly represents our customers, enabling us to shape business initiatives to cater to their needs effectively. These components will be integrated into a coherent framework designed to drive the measurement and prioritisation of plans and investments, ensuring alignment with both immediate and long-term objectives. This framework will serve as the foundation for establishing our customer standards, which will progressively enhance Heathrow's ability to meet the evolving needs and expectations of its customers.
The ideal candidate will possess a profound enthusiasm for customer experience and approach problem-solving with a logical and analytical mindset, allowing them to present ideas convincingly. Collaboration with stakeholders and cross-functional teams is essential in the development and implementation of the passenger proposition vision and strategy. Additionally, the candidate must have strong strategic skills and the capability to interpret data and insights to comprehend their implications for our customers (both passengers and airlines) and inform decision-making processes. Success in this role also requires excellent communication skills and storytelling abilities to engage and align others with our journey.
Responsibilities- Assisting the Senior Customer Proposition Manager in executing the Customer Experience improvement plan to enhance service offerings, aligning with evolving customer needs.
- Collaborating with Senior Managers to develop passenger segmentation, defining segment outcomes and strategies.
- Working with product, marketing, solutions, and services teams to ensure a unified market approach and establish clear delivery roadmaps.
- Supporting Senior Managers in reviewing and implementing the strategic service plan.
- Helping define and maintain customer standards across Heathrow's Terminals to ensure consistent service levels.
- Customer expert with front-line and strategic experience.
- Ability to use data to shape customer strategy.
- Strong communication skills to engage stakeholders, including senior management.
- Understand and apply strategy to delivery.
- Experience with internal and external teams; collaborative and curious.
- Innovative and creative problem solver.
Heathrow is an amazing backdrop to a career filled with unique opportunities. Every day, you’ll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore. It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we’re working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability. Join us on that journey and we’ll help you achieve your ambitions too.
We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer 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 of course, we’ll provide varied learning and development opportunities too.
Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow. Working arrangements vary from team to team and will be confirmed during the recruitment process. You’ll need to be based in the UK and within a commutable distance to Heathrow.
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 five diversity networks, we champion inclusivity and celebrate individuality.
You’ll be part of a Customer team that drives our profitability across everything from retail, property and airport transport, through to passenger services, forecasting and contracts with airlines. Customer insight is at the heart of what we do, supported by a strong commercial strategy. We have a pioneering agenda for digital, e-commerce and innovation, as we look to transform the way our passengers spend at our airport. We believe the best way to drive growth across our iconic airport is by improving the services offered within it.
Customer Proposition Manager employer: Heathrow Airport
Contact Detail:
Heathrow Airport Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Proposition Manager
✨Tip Number 1
Familiarise yourself with Heathrow's current customer proposition and their vision for 2040. Understanding their strategic goals will help you align your insights and ideas during discussions, showcasing your enthusiasm for enhancing customer experience.
✨Tip Number 2
Network with professionals in the aviation and customer experience sectors. Attend industry events or webinars to connect with potential colleagues and gain insights into the latest trends, which can be beneficial when discussing your approach to customer segmentation.
✨Tip Number 3
Prepare to demonstrate your analytical skills by reviewing case studies or examples of successful customer propositions in other industries. This will allow you to present innovative ideas that could enhance Heathrow's offerings and show your problem-solving capabilities.
✨Tip Number 4
Practice your storytelling skills by crafting narratives around customer experiences. Being able to engage stakeholders with compelling stories will be crucial in this role, so think about how you can effectively communicate the value of customer-centric strategies.
We think you need these skills to ace Customer Proposition Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience and strategic roles. Emphasise any previous work that involved collaboration with cross-functional teams or data analysis, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for enhancing customer experiences and your understanding of the importance of customer segmentation. Use specific examples from your past work to demonstrate how you can contribute to Heathrow's vision.
Showcase Communication Skills: Since strong communication skills are essential for this role, consider including examples of how you've successfully engaged stakeholders or presented ideas in previous positions. This will help illustrate your ability to align others with strategic goals.
Highlight Problem-Solving Abilities: Provide examples of innovative solutions you've implemented in past roles. This could include how you've used data to inform decisions or improve customer strategies, showcasing your analytical mindset and creativity.
How to prepare for a job interview at Heathrow Airport
✨Understand the Customer Proposition
Make sure you have a solid grasp of what the customer proposition entails. Familiarise yourself with Heathrow's vision for 2040 and how the role contributes to enhancing passenger experience. This will show your enthusiasm and alignment with their goals.
✨Showcase Your Analytical Skills
Prepare to discuss how you've used data to shape customer strategies in the past. Be ready to provide examples of how your analytical mindset has led to successful outcomes, as this role heavily relies on interpreting data to inform decision-making.
✨Emphasise Collaboration Experience
Highlight your experience working with cross-functional teams. Share specific instances where collaboration led to successful project outcomes, as this role requires working closely with various stakeholders to implement the passenger proposition strategy.
✨Communicate Effectively
Practice your storytelling skills to engage your interviewers. Be prepared to articulate your ideas clearly and compellingly, demonstrating how you can align others with the customer journey and the strategic objectives of the organisation.
