Customer Experience Executive - Quality & Delivery

TUI Group is the world’s number one integrated tourism business. Within TUI Group, TUI Airline regroups all airline activities across UK, Nordics, Belgium, The Netherlands, Germany, Spain, Morocco, France, and the Dutch Antilles.

Customer Experience Executive is a function within our airline organisation responsible for the effective implementation of onboard initiatives, analysis of customer feedback, and creation of service documentation to continuously improve the flight related customer experience. This position will play a key role in ensuring our customers receive an onboard holiday experience which is second to none by acting as a facilitator for internal airline teams across the TUI Airlines to engage with all the different stakeholders.

In this role, you’ll report to the Customer Experience Manager – Quality & Delivery.

**This role can be based in Luton, Hanover, Stockholm, Rijswijk or Zaventem. **

**Applications close on 31st January 2025**

This opportunity is offered on a hybrid working basis, with a minimum requirement of 2 office days per week.

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

• Implement onboard and ground product and service initiatives to enhance customer experience, drive revenue, and encourage repeat business.
• Use customer feedback to identify areas for improvement, create proposals, and ensure initiatives gain traction with stakeholders, driving improvements in CSAT scores.
• Support the monthly CSAT reporting process by engaging with stakeholders, analysing data, and completing weekly and monthly reports.
• Collaborate with stakeholders to influence improvements in underperforming areas and encourage strong performance.
• Assist the CX Manager with initiatives by taking ownership of projects and key pieces of work.
• Conduct trials to support continuous improvement and implementation, particularly at the end of each season, to drive positive change.
• You will be responsible for the content and creation of Cabin Crew Service documentation such as Onboard Service Flow’s and Onboard announcements to ensure Cabin Crew can deliver the service defined for TUI Airline. 

ABOUT YOU

• Strong understanding of aircraft onboard operations and crew service requirements, ideally with previous flying experience.
• Customer-centric, passionate about delivering great services and continuous improvement.
• Analytical and data-driven, with the ability to identify trends and suggest improvements; knowledge of Qualtrics and Tableau is a plus.
• Ability to interpret and present data to support improvements and influence stakeholders.
• Critical thinker with attention to detail, actively consulting and engaging stakeholders to improve CSAT results.
• Proven track record of improving customer satisfaction and colleague engagement through new initiatives.
• Strong problem-solving and organizational skills.
• Proactive and able to work autonomously while demonstrating teamwork within the ‘Inflight Services’ directorate.
• Competent user of MS Office (Publisher, Word, Excel, PowerPoint, Outlook).

#LI-CP1 #LI-Hybrid

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 Clearance 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).