Senior Aviation Advisor - Airport Operations and Customer Experience

Location: Croydon, UK

Overview of the role

Our aviation team consists of more than 70 planners, engineers and analysts with over 20 different nationalities, working together to deliver world‑class airport consultancy services to our clients. We provide planning, engineering and analytical services for all sizes of airports, ranging from small regional to some of the biggest and best airports in the world, including London Heathrow, Hong Kong International Airport, Singapore Changi and New York JFK. As one of the world's most experienced aviation consultancies, our client portfolio includes airports, governments, civil aviation authorities, airport companies, equity investors and providers of debt finance.

We are expanding our Aviation Business Advisory services in Croydon and are seeking to appoint an experienced and analytical Senior Aviation Advisor with a focus on Airport Operations and Customer Experience. You will be part of the world’s leading and multicultural aviation consultancies in the world, with 40+ years of presence in the industry, and a portfolio of 1,000+ aviation projects in 120+ countries. In this role you will contribute at a senior level value, supporting the delivery of team and project objectives for clients.

Key responsibilities

• Define and deliver appropriate airport operations and customer experience processes aligned with client objectives and long term performance aspirations.
• Provide insights on emerging and established best practises, including defining the potential business and operational benefits.
• Lead or contribute to airport operations and customer experience projects.
• Develop and maintain in‑house methodologies, tools, and guidance.
• Ensure reports and analysis are technically robust, clear and quality checked.
• Maintain awareness of aviation industry trends, guidance and best practices.
• Manage your various project responsibilities to meet deadlines and delivery commitments.
• Work effectively with clients, internal teams and external stakeholders.
• Contribute to the successful preparation of bid / tender submissions.
• Support project delivery as a deputy Project Manager or Project Manager, commensurate with your experience.
• Provide technical oversight and mentoring to early‑career colleagues, where applicable.
• Undertake line management duties where appropriate.
• Participate in client meetings and site visits both domestically and abroad, as required.

Candidate specification

You will have relevant experience in aviation, airport operations, or a related industry (e.g. hospitality or transport), with a background suited to advisory and consultancy environments. Experience working across multidisciplinary teams and engaging with clients and stakeholders is expected. Previous exposure to bidding, or proposals is advantageous.

Essential qualifications

• Working experience, preferably in the aviation industry, or demonstrable transferrable experience from another relevant industry in one or more of the following areas:
• Airport Operations
• Airport Management
• Customer Experience
• Performance Management / Optimization / Change Management
• Stakeholder Engagement / Communication Management
• Project / Program Management

• Understanding of operational processes, performance management, monitoring and optimisation.
• Knowledge and experience of change management approaches and deliverables.
• Strong numerical, problem‑solving and analytical skills.
• Advanced user of Word, PowerPoint and Excel.
• Good presentation and communication skills, both written and verbal, and interpersonal skills.
• Fluency in English – knowledge of other languages will be valued.
• The right to work in the UK.

General requirements

• Well organised with strong co‑ordination and planning skills.
• Able to manage own workload and deliver to timescales.
• Willing to travel and work domestically and overseas (sometimes at short notice) as required.
• Comfortable working both independently and as part of multi‑disciplinary teams.
• Capable of delivering technical work to a high standard and supporting others as appropriate.
• Capable of carrying out technical work under supervision and to interpret requirements with a right first‑time attitude.

We are actively recruiting a diverse workforce that is reflective of the communities we serve. We recognise that differences in ability, skills and experience are a strength and encourage applications from people of all backgrounds.

Agile working

At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team, and personal commitments. We offer a hybrid working policy that embraces your well‑being, flexibility, and trust.

Equality, diversity, and inclusion

We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute.

Accessibility

We want you to perform your best at every stage in the recruitment process. If you are disabled or need any support to enable you to apply or attend an interview, please contact us at reasonable.adjustments@mottmac.com and we will talk to you about how we can support you.

Benefits

• Financial wellbeing: We match employee pension contributions between 4.5% and 7%. Life assurance equal up to 4 × your basic salary, with an option to increase the level of cover to 6 × your salary. Our income protection scheme provides a financial benefit, as well as absence and return to work support due to long‑term illness or injury. Flexible benefits, including increased life assurance cover, critical illness insurance, payroll saving and will writing.
• Employee Ownership: Our employee ownership model means no external investors, just us, creating a culture of shared success. Our employees have a stake and a voice in our business, giving them a direct connection to our success through our personal and group performance bonuses.
• Health and wellbeing: Private medical insurance for all UK colleagues. Health cash plan to support you with everyday health costs and treatments. Access to Peppy, providing free support from menopause experts for all UK colleagues. A variety of wellbeing support is available through our comprehensive wellbeing programme, including access for you and your family.
• Lifestyle: A minimum of 33‑35 days holiday each year, inclusive of public holidays and dependent on level, with the ability to buy or sell leave through our flexible benefits programme.
• Learning and development: Primary annual professional institution subscription. A broad range of opportunities to enhance both technical and soft skills through mentoring, formal training, and self‑development options.