For over two decades, this organisation has transformed the way people travel, making journeys easy, affordable, and accessible to millions of passengers each year. With a modern fleet, a growing network of hundreds of routes across Europe, and passenger volumes in excess of 90 million annually, it is positioned as a leader in short-haul travel.
What sets the business apart is its people and its culture-forward-thinking, talented individuals who thrive on innovation, collaboration, and delivering exceptional experiences for customers.
The Team:
At the core of the customer transformation journey is the Customer Experience team. Backed by significant investment, this team is rewriting the approach to customer communications-revamping systems, data, processes, and end-to-end customer journeys.
The mission: to deliver engaging, seamless, and supportive communications at every stage of the journey-from booking to travel and beyond. The team is passionate about driving customer satisfaction, building trust, and keeping travel simple, even when things don't go as planned.
The Role - Customer Communications Specialist:
As a Customer Communications Specialist, you will play a pivotal role in bringing the communications roadmap to life. Reporting to the Communications Product Manager, you'll collaborate with a cross‑functional team of experts to design, develop, and deliver innovative communications strategies that make a tangible difference to millions of customers.
Key Accountabilities
* Work closely with the Communications Product Manager to design, develop, and execute communication strategies that support customers at every stage of their journey.
* Support the development of data‑driven and technology‑enabled communication solutions to enhance customer experience, especially during operational disruption.
* Establish, manage, and document testing plans to drive continuous improvement in communications effectiveness.
* Monitor performance, analyse results, and identify optimisation opportunities to maximise customer engagement and satisfaction.
* Design and implement multi‑channel contact strategies and automated programs covering operational, disruption, and service communications.
* Create clear, engaging, and helpful day‑to‑day communications that simplify the customer experience.
* Collaborate with stakeholders across insight, analytics, tech, and creative teams to ensure customer communications are innovative, personalised, and impactful.
* Stay focused on innovation, ensuring communication design, UX, and content evolve to meet customer expectations.
Skills & Experience Required:
* Proven experience in Customer Communications or CRM, ideally with knowledge of platforms such as Braze.
* Strong understanding of designing and delivering multi‑step, multi‑channel communication journeys.
* Skilled at creating content that is clear, informative, and tailored to customers' needs.
* Comfortable working with data and technology teams to brief and manage data requirements for communications programs.
* Experience in performance reporting, test‑and‑learn initiatives, and optimisation.
* Organised and detail‑oriented, with the ability to thrive in a fast‑paced, deadline‑driven environment.
* Strong customer focus, with the ability to design strategies around customer needs.
* Experienced in leveraging insight and analytics to create segmented and personalised communications.
* Excellent interpersonal skills with the ability to build strong stakeholder relationships and influence effectively.
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