Customer Experience (CX) Officer

Salary: £27,000 up to £31,000 dependent upon experience

Contract Type: 12 Month Fixed Term Contract

Security Level: BPSS

Visa Restrictions: This position does not offer visa sponsorship.

We are the UK's aviation and aerospace regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

The Role

The Customer Experience (CX) Officer will manage and co-ordinate the creation of customer journeys, personas, service blueprints and service health reports along with other artefacts needed to support the monitoring and continuous improvement of services across the CAA.

The CX Officer will work with colleagues across comms and other parts of the business to manage the CAA Customer Hub and the CX toolkit, ensuring content is up to date accessible.

Core Accountabilities

• Manage updates to CX Hub SharePoint pages, including:
• Writing and publishing success stories
• Update CX project list and ensure aligned to PD and business planning portfolio
• Liaison and alignment with the complaints team to publish key findings
• Liaising with internal comms colleagues to manage throughput
• Keeping links up to date
• Analytics and understanding usage
• SharePoint administration (manage user/edit rights)

• Manage the CX toolkit, working with Head of CX and ‘owners’ of each tool artefact to include updates and iterations, in line with best practice/industry methodology
• Measure and monitor CX toolkit usage and ensure ongoing alignment with Project Delivery Quality Framework and CAA service standard
• Manage and promote use of CX artefacts, coordinating with their owners such as customer persona library, service blueprints, customer journey maps to ensure relevance and availability
• Support customer research and analysis, consultation and survey co-ordination across the CAA and ensure insights are shared through robust knowledge management administration
• Collect and analyse customer feedback to identify areas for improvement and implement necessary changes
• Create regular reports to track and illustrate the number of views or hits received by various artefacts
• Provide day to day support for Service Governance Team and CX Strategy & Approach project
• Support training sessions for colleagues to ensure they understand and adhere to the CAA Service standard
• Manage team inbox and CX queries ensuring timely and effective responses to customers

About You

To be considered for the role you must have:

Essential

• Experience of using, editing and managing SharePoint content
• Strong analytical skills to interpret customer feedback and implement improvements
• Experience of working within a project team environment with knowledge of project methodology, a project management qualification would be an advantage
• Excellent communication and interpersonal skills
• Able to demonstrate excellent planning and organisational skills and able to work to changing deadlines
• Collaborative approach - able to work within a team, or autonomously on own initiative

Desirable

• Have an understanding and interest in service design, customer journeys and the CAA’s CX approaches
• Familiarity with GDS Service standard

Additional Information

For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance.

To be vetted you must have the right to work in the UK so that meaningful checks can be undertaken.

If you do not meet these requirements, we may not be able to accept your application.

For more information on BPSS clearance please visit - BPSS clearance

The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.

Relocation & Property
 

The CAA will be relocating from Aviation House (Our Gatwick Office) to new premises in a few years’ time. Our move is driven by strategic, operational and environmental considerations.

We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our valued colleagues and customers.

We are now working with colleagues and visitors to understand what we need in our new office, before we start our property search. We will sell Aviation House and land, vacate the site and move to new premises, but we do not expect to move before 2028

Inclusive Recruitment

We are passionate about diversity and ensuring all are included at the CAA. We are an equal opportunity employer and actively encourage applications from candidates of all backgrounds.

As a member of the Disability Confident scheme, applicants who meet the minimum criteria for a role with us will be guaranteed an interview. We use fair and inclusive selection approaches to hire the best person for the job based on merit alone. If you require an adjustment for any reason, please let us know.

Working With Us

We are on a journey towards being increasingly adaptable, where our colleagues collaborate as part of cross-functional teams. This approach ensures we never stop learning together. It also means that you may become involved in activities that take you out of your day-to-day role, providing you with opportunities to develop and grow your career with us.
 

We have embraced hybrid working and offer flexible working patterns, being open to having a conversation about what works for you. We know where and when we work is important in achieving a work-life balance.

We offer a range of excellent benefits such as flexible working arrangements, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, additional 5 days leave purchase scheme, a generous pension scheme and much more!

Our Values
 

Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone – For more information please Click Here
 

Closing Date: Monday 26th May 2025

Interview Date: W/C Monday 2nd June 2025

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

No recruitment agencies please.