Director of Customer Experience

The Director of Customer Experience will lead the end-to-end design and delivery of the customer journey, ensuring integrated service across ticketing, piers, lounges, and onboard experience. This role works closely with operations, marketing, ticketing, crew management, and IT to create a seamless and memorable customer journey. The Director of Customer Experience builds brand loyalty and trust, setting the tone for service excellence, and embedding a safety and customer-first culture across the organisation.

• Minimum 5 years proven experience in a senior customer experience or service delivery role (transport, hospitality, tourism preferred).
• CCXP and Health & Safety certifications preferred
• Track record of using data and insights to drive customer-focused improvements.
• Experience in operational environments with real-time service delivery.
• Knowledge of transport regulations, accessibility standards, and safety procedures is advantageous.
• Technology literate – familiarity with digital ticketing tools, passenger apps, and feedback platforms.
• Proven ability to design and implement customer experience strategies that drive satisfaction, loyalty, and commercial performance.

• Set product offerings and design
• Maintain a focus on the customer journey with consistent delivery at every touch point
• Introduce measures for continued improvement based on tangible initiatives and KPIs
• Design, implement, and continually refine the full customer journey ensuring a seamless, safe, and engaging experience at all points, including piers, ticketing, boarding, and onboard services; maintain a focus on consistent delivery at every touch point
• Develop and monitor KPIs related to customer satisfaction, sales conversion, spend per head, and operational experience metrics
• Utilise customer feedback, NPS, surveys, and journey mapping to improve the service experience.
• Establish feedback mechanisms and data tools to capture and analyse customer sentiment (e.g., NPS, complaints, mystery shopping), and use insights to inform decisions and prioritise initiatives
• Collaborate with Marketing and IT teams to enhance customer-facing technologies and digital experience such as the mobile app, ticketing, and real-time updates
• Work closely with the CCO to embed customer experience as a core pillar of UBTC’s commercial strategy, linking experience improvements to revenue growth
• Ensure the customer experience consistently reflects UBTC’s brand values and identity across physical, digital, and interpersonal interactions
• Outstanding interpersonal and communication skills
• Strong analytical and problem-solving skills
• Strong collaboration and stakeholder management
• Ability to balance high-level vision with day-to-day execution and frontline detail
• Resilient and calm under pressure.

Location & Travel:

• Role is based at Head Office at Trinity Buoy Wharf with travel around London.