At a Glance
- Tasks: Lead the design of the airline customer experience from booking to post-travel.
- Company: Join TUI, a leader in the travel industry with a focus on customer experience.
- Benefits: Enjoy attractive pay, travel perks, health support, and flexible working options.
- Other info: Be part of a diverse team committed to sustainability and community initiatives.
- Why this job: Shape experiences for over 20 million customers and make a real impact in aviation.
- Qualifications: Experience in airline or complex customer environments, with a focus on CX and product design.
The predicted salary is between 56250 - 68750 £ per year.
Ready to shape what the airline experience feels like for millions of customers? We're particularly interested in hearing from people with airline or aviation experience who have shaped customer journeys, products, services or propositions. As our Senior CX Product Design Manager, you'll take a leading role in shaping the end-to-end TUI Airline customer experience, from booking and pre-travel through the airport, onboard experience, customer communications and post-travel. This is a senior airline customer experience role operating at the heart of our commercial and operational organisation.
You'll bring together customer insight, airline operations, digital, commercial and our markets to define experiences that work for our customers, our airline and our business. You'll influence the experience delivered to more than 20 million customers each year, balancing customer expectations with the realities of a complex airline operation while identifying opportunities to improve satisfaction, performance and commercial value. If you've shaped customer journeys, airline products or service experiences within aviation, travel or another large-scale operational business, we'd love to hear from you.
ABOUT OUR OFFER
- Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
- Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
- A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
- Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams.
- Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.
ABOUT THE JOB
You’ll design and continuously evolve the full airline product and customer journey across booking, pre-travel, airport, inflight and post-travel—navigating high operational and regulatory complexity with a focus on the customer and commercial value. You will translate commercial, operational and customer strategies into an integrated product lifecycle management that works across multiple markets, routes and fleets for flight only customers as well as package customers coordinated by the marketplace.
You will orchestrate customer communications for the airline across all phases of travel, ensuring clarity, consistency and commercial effectiveness. Define and steer CX performance through robust KPIs, linking customer outcomes directly to revenue, cost and operational delivery. Lead cross-functional governance across airline operations, commercial, digital and CX teams to manage trade-offs and drive aligned decision‑making at scale.
ABOUT YOU
You bring significant experience from airline, aviation, travel or another complex, high-volume customer environment, ideally across customer experience, product, service design or customer journey strategy. You understand what it takes to deliver a great customer experience within a live operational environment, where customer needs need to be balanced with commercial, regulatory and operational realities.
You have experience shaping end-to-end customer journeys across digital and physical touchpoints, and can turn strategy into practical improvements. You're commercially minded and understand how customer experience can influence revenue, cost, loyalty and customer satisfaction. You're comfortable using NPS, CSAT, Voice of Customer and commercial/operational data to identify opportunities and measure success. You're an influential senior stakeholder manager who is comfortable working across Operations, Commercial, Digital and customer-facing teams in a complex matrix organisation. Most importantly, you're passionate about aviation and understand how seemingly small decisions can make a big difference to a customer's journey.
From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless. We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.
SECURITY STATEMENT
At TUI, safety is our top priority. We conduct thorough background checks on all employees who join our Airline. Rest assured; we’ll guide you on the necessary information you need to provide at each stage. Please note that if you are applying for a role in the UK, you must ensure you can provide a full 5 years referencing, plus a criminal record check for all countries you’ve resided in for more than 6 months in the past 5 years (some costs may apply).
Senior CX Product Design Manager employer: TUI Group
At TUI, we pride ourselves on being an exceptional employer that champions innovation and collaboration. As the Head of Customer Data Science & AI, you'll enjoy a flexible working environment that promotes a healthy work-life balance, alongside attractive remuneration and generous travel benefits. With access to the TUI Learning Hub for personal growth and opportunities to engage in meaningful community initiatives, you will be part of a diverse team dedicated to shaping the future of customer experiences through advanced analytics and AI.
StudySmarter Expert Advice🤫
We think this is how you could land Senior CX Product Design Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TUI Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TUI Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior CX Product Design Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TUI Group:Your cover letter is your chance to shine! Tell us why you want to work at TUI Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TUI Group!
How to prepare for a job interview at TUI Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
