Senior CX Product Design Manager

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).