Senior CX Reporting Specialist

At TUI Airline, we're looking for a Senior CX Reporting Specialist to lead the design and enhancement of CX data and reporting frameworks across the flight-only journey and for all flight-related questions, delivering automated data-driven analysis to support strategic decisions and improve customer experiences at sale.

About our offer

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams.
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

About the job

• You'll lead the design and evolution of our airline's Voice of Customer reporting framework, ensuring data collection reflects the full customer journey with survey design aligned to business needs.
• You'll build and maintain impactful CX dashboards and reporting tools, developing scalable, user-friendly visualizations that enable teams to understand and act on customer data.
• You'll drive automation and process improvements in CX reporting workflows, enhancing efficiency and data accuracy by reducing manual effort through innovative technology and process solutions.
• You'll integrate multiple data sources for richer, actionable customer insights, combining VoC, satisfaction, operational, and service data to build a comprehensive view of the customer experience.
• You'll deliver in-depth analysis to support the CX monetization roadmap, producing targeted deep-dive reports that identify levers to increase both customer satisfaction and commercial value.
• You'll proactively communicate insights and recommendations across the business, pushing reports and findings to drive awareness, discussion, and action among stakeholders.

About you

• You have expertise in customer insight, VoC methodologies, and CX analytics within complex organizations.
• You have proven experience developing and managing CX reporting frameworks and dashboards that drive business decisions.
• You're proficient with data integration, automation, and visualization tools to create efficient reporting systems.
• You can translate complex data into clear, actionable business insights that resonate with diverse stakeholders.
• You have effective stakeholder management and communication skills to influence decisions across the organization.
• You bring a proactive, innovative mindset focused on continuous improvement and commercial outcomes balanced with customer-centric thinking.

Security statement

At TUI, safety is our top priority. We conduct thorough background checks on all employees who join our Airline.