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- Tasks: Lead strategic initiatives to enhance customer experience at London Stansted Airport.
- Company: MAG operates major UK airports, serving over 60 million passengers annually.
- Benefits: Enjoy a diverse and inclusive workplace with a focus on well-being and mental health support.
- Why this job: Shape the future of travel while creating a positive impact on customer journeys.
- Qualifications: Proven leadership in Customer Experience and project management within complex organizations.
- Other info: We value diversity and welcome applicants from all backgrounds.
The predicted salary is between 48000 - 72000 £ per year.
At MAG we provide the airport facilities and travel services that people need to connect with the world. As the largest UK owned airport operator, we serve over 60 million passengers a year from Manchester, London Stansted, and East Midlands Airports. With over 270 destinations across the globe, our businesses not only bring people together but also support the prosperity of the regions in which we operate.
At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to creating environments in which our people can thrive.
The Role
This is a key position in ensuring that our customers receive the best experience possible, as you will be shaping and delivering strategic initiatives aimed to make London Stansted Airport ‘best in class’ in terms of our passenger experience. As we embark on a period of transformation, your key responsibilities will be:
- Providing strategic leadership in the Customer Experience space
- Work cross functionally across teams at London Stansted and the wider MAG group
- Engage with external and internal customers and use feedback to compliment our strategic direction
- Incorporate our brand, digital transformation, people, and commercial elements into overall Customer Experience strategy
- Collaborate and align strategy with key business areas
- Develop customer service training and training plans
- Formulation of Customer Journey map
- Programme & Project Management of strategy implementation (Uniform and Brand relaunch for example)
- Ensure decisions are supported by data and insights
What will make you successful in the role?
In order to be successful in this role, you will have:
- A strong track record within Customer Experience
- Previous leadership experience
- Previous experience of strategy formulation, design and implementation
- Managed large projects within a multi-layered and complex organisation
- Clear and professional communication style
- Proficiency using data to inform decision making
- Commercial understanding of income generation through positive customer experiences
- Experience managing within a regulated environment
- Exposure to running change projects in a dynamic, live environment
Equal Opportunities & Reasonable Adjustments
At MAG we believe in the importance of diversity & inclusion for all. We are committed to creating a workforce that is reflective of our society. As such we welcome applications from candidates from all backgrounds.
We’re also committed to well-being with a focus on mental health and supporting colleagues from underrepresented groups through our Colleague Resource Groups.
As a Disability Confident employer we are committed to creating an environment where candidates and employees can perform at their optimum. Please let us know if we can provide you with any reasonable adjustments to aid your application or interview process.
You can contact the team by emailing
Our Colleague Resource Groups include: Women’s Network, Embrace – Race & Ethnicity Group, Fly With Pride (LGBTQIA+), Mental Health, Parent & Carers, Disabilities including neurodiversity
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Head of Customer Experience employer: MAG (Airports Group)
Contact Detail:
MAG (Airports Group) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Familiarize yourself with the latest trends in customer experience, especially in the travel and airport industry. Understanding what makes a 'best in class' experience will help you align your vision with MAG's goals.
✨Tip Number 2
Network with professionals in the customer experience field, particularly those who have experience in regulated environments. This can provide you with insights and connections that may be beneficial during the interview process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed large projects and implemented strategies in complex organizations. Highlighting your leadership experience will be crucial for this role.
✨Tip Number 4
Showcase your ability to use data to inform decision-making. Be ready to discuss how you've utilized data insights in previous roles to enhance customer experiences and drive commercial success.
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Head of Customer Experience position. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in customer experience, leadership, and strategy formulation. Use specific examples that demonstrate your ability to manage large projects and drive positive customer experiences.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also expresses your passion for enhancing customer experiences. Mention how you can contribute to making London Stansted Airport 'best in class' and align with MAG's values.
Highlight Data-Driven Decision Making: In both your CV and cover letter, emphasize your proficiency in using data to inform decisions. Provide examples of how you've used insights to shape customer experience strategies in previous roles.
How to prepare for a job interview at MAG (Airports Group)
✨Showcase Your Leadership Experience
Make sure to highlight your previous leadership roles and how they have prepared you for this position. Discuss specific examples where you successfully led teams or projects, especially in the Customer Experience space.
✨Demonstrate Strategic Thinking
Prepare to discuss your experience with strategy formulation and implementation. Be ready to share how you've used data and insights to inform decisions and shape customer experience strategies in past roles.
✨Engage with Real Examples
Use real-life examples to illustrate your ability to manage large projects within complex organizations. Talk about challenges you faced and how you overcame them, particularly in dynamic environments.
✨Emphasize Communication Skills
Since clear and professional communication is crucial for this role, practice articulating your thoughts clearly. Be prepared to discuss how you engage with both internal and external customers to gather feedback and drive improvements.
