Customer Experience Lead

🔒 Confidential Employer
Posted 8 May 2026
LOCATION
London
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
Hospitality & Catering
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Customer Journey Mapping Service Delivery KPI Monitoring Data Analysis Customer Feedback Analysis Cross-functional Collaboration Digital Experience Enhancement Safety Culture

FULL DESCRIPTION

Customer Experience Lead

[Employer hidden — sign up to reveal] is seeking a Customer Experience Lead to design and deliver the end-to-end customer journey across ticketing, piers, lounges, and onboard experience. This full-time, on-site role in London requires at least 5 years of senior customer experience or service delivery experience, ideally in transport, hospitality, or tourism.

Job Details

  • Date Opened: 02/20/2026
  • Job Type: Full time
  • Work Experience: 4-5 years
  • Industry: Hospitality
  • City: London
  • State/Province: City of London
  • Country: United Kingdom
  • Zip/Postal Code: E14 0JW

Job Description

JOB SUMMARY: The Customer Experience Lead will be in charge of the end-to-end design and delivery of the customer journey, ensuring integrated service across ticketing, piers, lounges, and onboard experience. This role works closely with operations, marketing, ticketing, crew management, and IT to create a seamless and memorable customer journey. The Director of Customer Experience builds brand loyalty and trust, setting the tone for service excellence, and embedding a safety and customer-first culture across the organisation.

KEY RESPONSIBILITIES

  • Set product offerings and design
  • Maintain a focus on the customer journey with consistent delivery at every touch point
  • Introduce measures for continued improvement based on tangible initiatives and KPIs
  • Design, implement, and continually refine the full customer journey ensuring a seamless, safe, and engaging experience at all points, including piers, ticketing, boarding, and onboard services; maintain a focus on consistent delivery at every touch point
  • Develop and monitor KPIs related to customer satisfaction, sales conversion, spend per head, and operational experience metrics
  • Utilise customer feedback, NPS, surveys, and journey mapping to improve the service experience.
  • Establish feedback mechanisms and data tools to capture and analyse customer sentiment (e.g., NPS, complaints, mystery shopping), and use insights to inform decisions and prioritise initiatives
  • Collaborate with Marketing and IT teams to enhance customer-facing technologies and digital experience such as the mobile app, ticketing, and real-time updates
  • Work closely with the CCO to embed customer experience as a core pillar of [Employer hidden — sign up to reveal]’s commercial strategy, linking experience improvements to revenue growth
  • Ensure the customer experience consistently reflects [Employer hidden — sign up to reveal]’s brand values and identity across physical, digital, and interpersonal interactions

QUALIFICATIONS & EXPERIENCE

  • Minimum 5 years proven experience in a senior customer experience or service delivery role (transport, hospitality, tourism preferred).
  • CCXP and Health & Safety certifications preferred
  • Track record of using data and insights to drive customer-focused improvements.
  • Experience in operational environments with real-time service delivery.

How to Apply

Application deadline date has been passed for this Job. This job has been Expired. For future opportunities, visit [Employer hidden — sign up to reveal] or apply directly at [Employer hidden — sign up to reveal].

Sign up free — access 45,000+ UK sponsor-licensed jobs