Wizz Air is a leading European low-cost airline. Our mission is to provide affordable and reliable air travel to everyone, everywhere, while minimizing our environmental impact. We are proud to foster a diverse and inclusive team of over 8,000 employees from more than 110 nationalities, who share our values of inclusivity, positivity, dedication, integrity, and sustainability. As a rapidly expanding airline, we offer exciting career opportunities across a range of functions, from flight operations to engineering, customer experience, finance, and more. We provide extensive training and development opportunities to help our employees grow and succeed in their roles. Joining Wizz Air means joining a team that is passionate about aviation, dedicated to excellence, and committed to making air travel accessible and sustainable for all. If you are looking for a challenging and rewarding career in the aviation industry, we welcome you to explore our job opportunities and become a part of our success story. Customer Experience Senior Manager Based in Budapest Purpose of the role The Customer Experience Senior Manager is responsible for enhancing customer satisfaction and loyalty by overseeing and optimizing the end-to-end customer journey across all customer touchpoints. This includes developing and implementing strategies to improve customer satisfaction within Wizz Air Group. The role owns the customer experience development roadmap and drives cross-functional initiatives that improve customer satisfaction, operational efficiency, and business performance. The Customer Experience Senior Manager ensures a consistently high level of customer experience through data-driven decision-making, stakeholder collaboration, and continuous improvement. Responsibilities - Customer Satisfaction Enhancement: Develop and implement strategies to improve customer satisfaction, loyalty, and service quality across all customer touchpoints and journey stages. - Experience Optimization: Oversee and continuously optimize the end-to-end customer experience to ensure consistency, efficiency, and service excellence. - Development Roadmap Execution: Drive the planning, prioritization, and execution of the customer experience development roadmap. - Performance Monitoring: Define, monitor, and manage KPIs to measure and improve customer experience and service performance. - Feedback Utilization: Analyse customer feedback and insights to identify improvement opportunities and implement corrective actions. - Team Leadership: Lead, coach, and develop a team dedicated to delivering exceptional customer experiences. - Partnering with technology teams to enhance customer engagement, self-service capabilities, and operational efficiency. - Stakeholder Collaboration: Collaborate with internal and external stakeholders to align customer experience initiatives with business objectives. - Continuous Improvement: Monitor industry trends and best practices to identify opportunities for continuous service improvement. - Member of Crisis Management Center (CMC). Experience - 5-7+ years of overall professional experience, including 3+ years in a customer experience or similar management role with people management responsibilities. - Proven track record of successfully leading complex cross-functional projects. Hard skills Strong analytical mindset, ability to understand financial and performance data and utilize MS Office proficiently to distill insights. Education Bachelor’s or Master’s degree, preferably in a Commercial, Aviation, or Marketing field. Language Fluent English (both written and spoken) Skills and competencies - Excellent people and management skills to interact with partners, colleagues, and cross-functional teams. - Strong analytical skills. - Ambitious with a determination to see plans through. - Ability to manage and prioritize tasks effectively under pressure. When applying, please only provide valid information regarding your educational background and certificates, as the original documents will be requested during the hiring process. We look forward to meeting you and learning more about your skills and experience. Join the Wizz Air team and discover the world of opportunities. ---