Date: 12 May 2025
Location: Gatwick, GB
Company: Civil Aviation Authority
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.

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

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.

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.