Airbus
aviation aftermarket industry
CustomerExperienceManager
Neural analysis suggests this role is
optimal for Professional candidates.
“Customer Experience Manager at Airbus. Skills: Customer Experience Management, Customer Satisfaction Improvement Programme Management, Customer Journey & Insights Management, Stakeholder Engagement. Manage the operational execution of the Customer Satisfaction Improvement Programme (CSIP). Drive strategic customer experience initiatives”
What You'll Achieve.
Improving the customer experience; Aligning our work with business priorities; Elevate the end-to-end customer journey; Identify improvement opportunities; Embed a customer-centric mindset throughout the business; Securing a high customer survey response rate; Support successful improvement action workshops; Support the development of customer experience improvement initiatives; Help prioritize actions and track the progress of cross-departmental initiatives; Integrating innovative approaches into Satair's customer experience strategy; Present a unified, customer-centric voice
Industry & Context.
Problem-solving skills; Analytical skills and the ability to interpret customer data
Approximately 10-20 days of business travel per year, mainly within Europe, Transnational trips might also occur, Must be able to travel accordingly
What They're Looking For.
Must Have
5+ years of experience in customer experience, customer service, or customer insights/Voice of the Customer (VoC) roles, Proven track record of leading customer experience improvement initiatives (e. g. , launching Voice of the Customer programs, managing NPS/CSAT survey cycles, or designing closed-loop feedback processes), High customer orientation and responsiveness, analytical skills and the ability to interpret customer data, Excellent communication, interpersonal, and problem-solving skills, with the capacity to challenge and influence others, Ability to lead cross-functional teams and manage multiple projects simultaneously, Happy to work in a diverse team environment, A digital mindset and creativity, English language skills at negotiation level
Nice to Have
Proficiency in customer experience tools and software (e. g. , Salesforce, Qualtrics) is desired but not mandatory, Experience with project management and data analysis tools is desired but not mandatory
What You'll Do.
Manage the operational execution of the Customer Satisfaction Improvement Programme (CSIP)
Drive strategic customer experience initiatives
Elevate the end-to-end customer journey
Identify improvement opportunities
Embed a customer-centric mindset throughout the business
Coordinate survey processes
Liaise with Airbus Customer Services and Satair Customer Care
Sales & Support teams
Maintain and update survey content
Support Commercial & Support teams during the survey period
Distribute CSIP survey results
Analyze survey results to identify key trends
Recommend appropriate improvement areas and actions
Create and monitor regional action plans based on customer feedback
Coordinate the Satair Customer satisfaction improvement plan validation cycle
Prepare communication packages for the global Airbus Customer Services Satisfaction Report
Ensure regular communication of CSIP survey results and improvement plans
Provide guidance and advisory support on interpreting and utilizing customer satisfaction data
Ensure follow-up of improvement actions
Represent Satair in Airbus Customer Services CSIP-related forums
Contribute to continuous improvement of Airbus Customer Services CSIP processes
Support the development of customer experience improvement initiatives
Develop and maintain the Satair Customer Journey Map
Establish robust feedback loops with internal operational teams
Serve as a key member of Customer Experience governance meetings
Stay informed on industry trends and best practices
Partner with the Corporate Communications team to develop and distribute formal communication packages
Organize and lead internal awareness sessions and other types of communication on customer experience
Manage external-facing customer satisfaction messaging
How You'll Work.
Team & Collaboration
Liaise with Airbus Customer Services and Satair Customer Care, Sales & Support teams; Collaborate with Commercial & Support teams to create and monitor regional action plans; Ensure regular communication of CSIP survey results and improvement plans to internal stakeholders, including senior management; Provide guidance and advisory support to internal teams; Ensure follow-up of improvement actions by liaising closely with all action holders; Represent Satair in Airbus Customer Services CSIP-related forums; Establish robust feedback loops with internal operational teams; Serve as a key member of Customer Experience governance meetings; Partner with the Corporate Communications team; Organize and lead internal awareness sessions
Communication Scope
Excellent communication skills; Capacity to challenge and influence others; Develop and distribute formal communication packages; Manage external-facing customer satisfaction messaging
Process & Methodology
Customer Satisfaction Improvement Programme Management, Project Management, Program Management
Full Job Description
****Job Description:**** We are currently looking for a **Customer Experience Manager** to join our Customer Lifecycle team in Copenhagen. We are a team with diverse backgrounds, focused on improving the customer experience and aligning our work with business priorities. The Customer Experience Manager plays a central role in managing the operational execution of the Customer Satisfaction Improvement Programme (CSIP) and driving strategic customer experience initiatives to elevate the end-to-end customer journey, identify improvement opportunities, and embed a customer-centric mindset throughout the business. **How You Will Contribute to the Team** **Customer Satisfaction Improvement Program Management** * Act as the Satair focal point for customer experience and CSIP activities. * Coordinate survey processes, ensuring all activities are completed on time and to a high standard of quality. * Liaise with Airbus Customer Services and Satair Customer Care, Sales & Support teams (hereafter referred to as Commercial & Support teams) as required to ensure survey contact lists are updated to reflect the right participation. * Maintain and update survey content in collaboration with stakeholders, ensuring relevance and clarity of questions. * Support Commercial & Support teams during the survey period with data response details and gaps to assist in securing a high customer survey response rate. * Distribute all CSIP survey results widely to all stakeholders to support successful improvement action workshops. * Analyze survey results to identify key trends, and recommend appropriate improvement areas and actions. * Collaborate with Commercial & Support teams to create and monitor regional action plans based on customer feedback. * Coordinate the Satair Customer satisfaction improvement plan validation cycle with senior management. Prepare communication packages for the global Airbus Customer Services Satisfaction Report. * Ensure regular communication of CSIP survey results
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