Reporting to the Head of Customer Strategy, you will drive customer insight, service improvement, and customer communications across Birmingham Airport. You’ll lead a small team, manage customer platforms (including CRM and AI services), and ensure customer feedback translates into meaningful improvements that enhance satisfaction and the overall airport experience.
You will lead customer insight, communications, and service improvement activity, ensuring customer feedback drives measurable change across the airport.
Key Responsibilities
- Customer experience delivery — Support and deliver the Airport’s Customer Experience Strategy.
- Customer insight analysis — Analyse customer feedback, surveys, and performance data to identify trends and improvement needs.
- Service improvement — Develop and implement improvement plans that enhance customer satisfaction and operational efficiency.
- Customer communications & complaints — Lead Customer Communication Agents and manage escalated complaints.
- CRM & AI platform management — Oversee CRM systems, feedback platforms, and AI chat services.
- Stakeholder collaboration — Work with internal teams and partners to embed customer‑focused improvements.
Experience Required
- Customer experience or insight background with proven improvement delivery.
- Data analysis skills including interpreting customer feedback and survey results.
- CRM or customer platform experience including feedback or engagement technologies.
- Complaint management including handling escalated cases.
- Team leadership with coaching and performance management experience.
- Stakeholder engagement with strong communication and presentation capability.
Birmingham Airport is the UK’s seventh‑largest, with 30 airlines connecting passengers to over 120 direct destinations and more than 400 worldwide. We are on a strong growth trajectory, with forecasts indicating we will serve over 18 million customers annually by 2033. By then, HS2 will link us to central London in just 37 minutes, and we are committed to achieving our ambition of becoming a net zero carbon airport.
Our purpose is: Proud of Every Journey. That means everyone at the airport and the 100 organisations operating on the airport site, taking pride in getting customers safely, punctually, and comfortably from A to B.
By creating a kind, values-driven environment where everyone feels empowered to bring their best to work, we will retain and develop our people – and deliver on our purpose. Our seven pillars, Growth, Customer, Neighbour, Efficiency, People, Safety & Security and Carbon, support the strategic output of the company.
Our values – Curious, Dedicated, Inclusive, Respectful & Supportive guide how our colleagues treat each other as we serve customers with safety and security as our top priority.
