Customer Experience Manager

Purpose of the role

The Customer Experience Manager is responsible for the end-to-end Wizz Air customer journey across digital and physical touchpoints. The role brings the customer perspective into decisions across the business, uses customer insight to set clear priorities, and works with cross-functional teams and partners to deliver improvements that raise customer satisfaction while supporting cost and revenue goals.

Responsibilities

•    Owns the end-to-end customer journey across digital and physical touchpoints, ensuring a consistent and seamless experience at every stage.
•    Develops and maintains a clear view of the customer journey, including journey maps, key touchpoints and ownership across the business.
•    Champions the customer perspective in cross-functional decisions and acts as a key point of reference for customer experience across the organisation.
•    Defines and tracks customer experience measures (e.g. CSAT, NPS) and turns customer insight and feedback into clear priorities and actions.
•    Identifies customer pain points and their root causes and builds the case for improvement with a balanced view of customer, cost and revenue impact.
•    Recommends customer experience goals, KPIs and standards, and supports their adoption across the business.
•    Leads and coordinates cross-functional initiatives from concept to delivery, managing dependencies and keeping work on track.
•    Ensures customer communications across the journey are clear, relevant and consistent.
•    Works with internal teams and external partners to set service standards, monitor performance and agree improvement actions.
•    Monitors industry trends and best practice, bringing new ideas to improve physical and digital touchpoints.
•    Reports on customer experience performance and the impact of improvements to senior stakeholders.
•    Supports customer experience governance forums with insight and recommendations and follows up on agreed actions.
•    Maintains customer journey documentation and standards.
Others:
•    Responds to ad hoc requests from management or cross-functional teams related to the customer journey or overall customer experience.
•    Cooperates with peer functions within the department and organisation.
•    Deputises for peer functions within the department or Head of Function when required.
•    Is up to date with relevant Wizz Air policies and procedures connected to own area of responsibilities.

Experience

•    3-5+ years overall working experience, with 2+ years of customer experience, customer journey, service design or customer insight roles
•    Experience in a customer-facing business with both physical and digital touchpoints
•    Aviation or travel background is an advantage

Hard skills

•    Customer journey mapping and service design
•    Strong analytical skills; comfortable with customer satisfaction metrics, survey data and dashboards
•    Strong project management skills
•    Business case development
•    MS Office Suite: advanced Excel and PowerPoint; data visualization tools (e.g. Power BI) are an advantage

Education

Bachelor’s or Master’s degree 

Language

Fluent in English (both written and spoken) 

Skills and competencies

•    Customer-centric mindset
•    Strong stakeholder management skills; able to influence without direct authority
•    Structured problem solver with a strong sense of ownership and follow-through
•    Excellent written and verbal communication skills; confident presenting to senior stakeholders
•    Strong team collaboration skills
•    Self-motivated and proactive, willing to take initiative and shoulder responsibility
•    Resilient under pressure, able to prioritise and deliver
•    Result-oriented, dependable and consistent
•    Flexible and passionate about working in the dynamic, fast-growing airline industry