Digital Contact Channels Manager in Luton

As a Digital Contact Channels Manager, you’ll join our Customer Proposition team, working within the wider function that shapes how customers interact with easyJet holidays across digital touchpoints. The team focuses on making our chatbot, chat and other contact channels smarter, more personal and easier to use, so customers get help when and how they need it.

You will own the roadmap for our digital contact channels, deciding what gets built and when, while keeping a close eye on how features perform once they’re live. You’ll lead a development team, work with stakeholders across the business and act as the driving force behind improvements to our chatbot and wider channel experience.

You Will Be Responsible For:

• Leading improvements to our digital contact channels, making sure changes meet business KPIs and improve the customer experience.
• Leading a development team of internal and external members, using agile methods to keep delivery consistent.
• Monitoring response quality with our customer communications teams, testing and implementing prompt engineering to improve accuracy.
• Acting as the main point of contact for stakeholders on digital contact channels, sharing updates on performance, ROI and priorities.
• Maintaining a pipeline of improvements, using feedback, data and customer insight to spot opportunities.
• Working with operational teams to check automated and human assisted channels are performing as expected.
• Working with architecture colleagues to make sure new solutions fit with the wider technology stack.
• Getting sign off from legal, data protection and digital safety colleagues on all changes and innovations.
• Keeping up with developments in AI and contact centre technology so our roadmap reflects where the market is heading.
• Joining the on-call roster, providing leadership and decision making during incident and crisis management activations.

What You’ll Bring To The Team:

• A track record in product ownership.
• Experience implementing generative and/or agentic AI for customer service, such as chatbots or IVRs.
• A strong understanding of prompt engineering and how to tailor LLMs to customer and business needs.
• Customer communications, service or contact centre experience, which is highly desirable.
• Experience working within an agile framework.
• Experience leading and motivating development teams.
• Strong numerical and commercial skills, so you can report on the impact of your work.
• Knowledge of analytics and tracking tools.
• Strong stakeholder management skills.

What’s In It For You:

In addition to your competitive base salary, we offer an all-inclusive benefits package which includes our company-wide bonus scheme, 7% pension contribution, and private medical insurance. We offer a variety of share options and life assurance, and we have an impressive range of flexible benefits that you can tailor to your needs. You’ll have access to heavily discounted flights for yourself and your loved ones, as well as free easyJet Plus membership, annual holiday vouchers, and a generous annual leave entitlement. The role is full-time and based at our easyJet holidays HQ near Luton Airport. We operate a hybrid working model of 3 days per week in the office.

At easyJet, we are dedicated to fostering an inclusive workplace that reflects the diverse customers we serve across Europe. We welcome candidates from all backgrounds. If you require specific adjustments or support during the application or recruitment process, such as extra time for assessments or accessible interview locations, please contact us. We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation.