Customer Experience Manager
| Posting date: | 09 January 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £35000 |
| Hours: | Full time |
| Closing date: | 08 February 2026 |
| Location: | Leeds, LS19 7TU |
| Company: | Leeds Bradford Airport Ltd |
| Job type: | Permanent |
| Job reference: | 93 |
Summary
Job Advert
Customer Experience Manager
Internal Job Title: Customer Experience Manager – Assisted Travel
At Leeds Bradford Airport, Assisted Travel is a critical part of our daily operation. As Customer Experience Manager – Assisted
Travel, you will be responsible for ensuring these services run consistently to standard, supporting the teams who deliver
assistance to passengers and maintaining compliance, process, and service expectations across the operation.
You’ll be joining one of the UK’s fastest-growing regional airports, committed to employing high-quality people who share our
ambition and dedication to excellent customer service. Living our values to Be the Best, Work as One Team and Do the Right Thing,
you will help ensure Assisted Travel services are well organised, well supported and delivered in line with our operational
requirements as we continue to grow and prepare for the next phase of our terminal regeneration.
What your Day-to-Day will Feel Like
In this role, you will ensure that Assisted Travel services enable all passengers to access air travel confidently and safely.
Your focus is on making sure the operation is fully equipped, guided, and supported so that Customer Experience Supervisors and
their teams can deliver assistance reliably and efficiently.
You will lead Customer Experience Supervisors, supporting them in managing their teams to provide consistent, high-quality
assistance. Your focus will be on keeping the service organised, resolving issues as they arise, and maintaining continuity across
the operation. You will be expected to take ownership of operational challenges, investigating and resolving issues directly where
appropriate.
Collaboration with internal teams and external partners, including local assisted travel groups, is an essential part of the role.
By working closely with these stakeholders, you will help identify opportunities to improve service and accessibility, ensuring
that passengers receive a safe, welcoming, and well-managed experience every day.
What is in it for You
* Salary: Competitive, reflecting the responsibility of managing Assisted Travel operations.
* Hours & Working Pattern: Full-time, based on a standard working week with flexibility to support operational needs.
* Career Progression: Opportunities to grow within Customer Experience and across wider airport operations.
* Training & Development: Access to professional development, including operational training, internal workshops, and exposure to
cross-department projects.
* Unique Experience: Work in a high-profile, purpose-driven role at a fast-growing regional airport, where you are empowered to
lead, trusted to make decisions, and drive improvement independently while collaborating with teams and external partners to
make air travel accessible to all.
What We’re Looking For
* A proven leader with experience managing teams.
* A passion for delivering the best possible customer experience.
* Experience in building strong internal and external relationships.
* A commitment to doing the right thing—ensuring safety, compliance, and operational excellence.
* Strong analytical and Excel literacy.
* Ability to remain calm and effective under pressure in a live operational environment.
* Self-driven, with a strong sense of ownership and accountability for outcomes.
* A confident decision-maker, comfortable working autonomously while fostering collaboration across teams.
* Ability to pass Criminal Record Check, Counter Terrorism Check, and vetting requirements.
* Ability to provide a continuous five-year checkable work and education history and explain any gaps over 28 days.
Your Application Journey
We’re excited to hear from candidates who are passionate about making air travel accessible to all. Here’s what to expect when you
apply:
1. Submit your application online via this portal, completing all required sections.
2. Shortlisted candidates will be invited to attend an interview in February 2026.
3. Successful candidates will be offered the role, subject to satisfactory references and vetting.
4. Your start date will be confirmed once your contract is finalised.
Customer Experience Manager
Internal Job Title: Customer Experience Manager – Assisted Travel
At Leeds Bradford Airport, Assisted Travel is a critical part of our daily operation. As Customer Experience Manager – Assisted
Travel, you will be responsible for ensuring these services run consistently to standard, supporting the teams who deliver
assistance to passengers and maintaining compliance, process, and service expectations across the operation.
You’ll be joining one of the UK’s fastest-growing regional airports, committed to employing high-quality people who share our
ambition and dedication to excellent customer service. Living our values to Be the Best, Work as One Team and Do the Right Thing,
you will help ensure Assisted Travel services are well organised, well supported and delivered in line with our operational
requirements as we continue to grow and prepare for the next phase of our terminal regeneration.
What your Day-to-Day will Feel Like
In this role, you will ensure that Assisted Travel services enable all passengers to access air travel confidently and safely.
Your focus is on making sure the operation is fully equipped, guided, and supported so that Customer Experience Supervisors and
their teams can deliver assistance reliably and efficiently.
You will lead Customer Experience Supervisors, supporting them in managing their teams to provide consistent, high-quality
assistance. Your focus will be on keeping the service organised, resolving issues as they arise, and maintaining continuity across
the operation. You will be expected to take ownership of operational challenges, investigating and resolving issues directly where
appropriate.
Collaboration with internal teams and external partners, including local assisted travel groups, is an essential part of the role.
By working closely with these stakeholders, you will help identify opportunities to improve service and accessibility, ensuring
that passengers receive a safe, welcoming, and well-managed experience every day.
What is in it for You
* Salary: Competitive, reflecting the responsibility of managing Assisted Travel operations.
* Hours & Working Pattern: Full-time, based on a standard working week with flexibility to support operational needs.
* Career Progression: Opportunities to grow within Customer Experience and across wider airport operations.
* Training & Development: Access to professional development, including operational training, internal workshops, and exposure to
cross-department projects.
* Unique Experience: Work in a high-profile, purpose-driven role at a fast-growing regional airport, where you are empowered to
lead, trusted to make decisions, and drive improvement independently while collaborating with teams and external partners to
make air travel accessible to all.
What We’re Looking For
* A proven leader with experience managing teams.
* A passion for delivering the best possible customer experience.
* Experience in building strong internal and external relationships.
* A commitment to doing the right thing—ensuring safety, compliance, and operational excellence.
* Strong analytical and Excel literacy.
* Ability to remain calm and effective under pressure in a live operational environment.
* Self-driven, with a strong sense of ownership and accountability for outcomes.
* A confident decision-maker, comfortable working autonomously while fostering collaboration across teams.
* Ability to pass Criminal Record Check, Counter Terrorism Check, and vetting requirements.
* Ability to provide a continuous five-year checkable work and education history and explain any gaps over 28 days.
Your Application Journey
We’re excited to hear from candidates who are passionate about making air travel accessible to all. Here’s what to expect when you
apply:
1. Submit your application online via this portal, completing all required sections.
2. Shortlisted candidates will be invited to attend an interview in February 2026.
3. Successful candidates will be offered the role, subject to satisfactory references and vetting.
4. Your start date will be confirmed once your contract is finalised.