Role and Responsibilities

　　Join CAE’s Business Aviation Training team as a Manager, Customer Experience at our CAE Burgess Hill Training Centre in Burgess Hill, West Sussex.

　　The role we are offering you

　　If you’ve taken a plane to any destination in the world, chances are, your pilot was trained by CAE. At CAE, customers can expect a personalized, seamless experience that makes them feel valued and confident at every step of their journey, preparing them for the moments that matter.

　　CAE’s Business Aviation Training (BAT) Customer Experience team leads the development of CAE’S global BAT customer experience strategy and translates it into long-term tactical initiatives aligned with our vision and customer needs. Our team is also responsible for journey management to assess and identify opportunities to improve our connected customer experiences preparing them for the moments that matter.

　　The CX BAT team is looking for a Manager, Customer Experience to help improve the customer journey within the BAT training network. We are looking for a high-impact strategist with strong cross-collaboration skills. You will partner with cross-functional teams by identifying the gaps to improve the experiences across the entire customer journey based on unique data and insights from customer feedback and organizational priorities. Communicate goals and processes, inspire customer-centric behaviors at scale within the BAT network to drive customer loyalty.

　　The BAT CX Team designs key experiences that differentiates CAE and delivers on CAE’s intended brand and customer experience vision within the BAT network.

　　Our ideal candidate has:

　　A degree in Business Management or Marketing (or equivalent combination of education and experience).

　　5-8 years of experience in Customer Experience, Business Management or Marketing and experience in digital strategy and/or online solutions delivery, business analysis, process reviews.

　　Certified Customer Experience Professional (CCXP) highly preferred.

　　Excellent ability to influence change, analyze and solve complex problems.

　　Excellent presentation skills on power point and promote customer experience initiatives.

　　An excellent understanding of supported digital products or infrastructure, how they work, and how they are used by customers to identify gaps within the customer journey

　　Ability to implement a strong collaborative climate and forge ties with all stakeholders to drive actions and change with cross functional teams backed by unique data and insights.

　　Must have working experience in an international customer centric environment, in collaboration with an international sales team and a successful track record of driving localized marketing campaigns or influencing positive change within a customer journey.

　　Communicate and act as an ambassador for the vision of your product, both internally and with stakeholders.

　　Fluency in English (written and oral)

　　Understands and can help educate internally CX methods and tools (e.g. NPS, CES, closed-loop systems, mapping).

　　Ability to travel as required (15-20% of the time).

　　Key Job responsibilities

　　Overlay voice of customer research, feedback and interviews into the CAE Business Aviation Training (BAT) customer journey to determine where there are opportunities to improve the overall experience and improve customer outcomes.

　　Uncover opportunities for BAT customer experiences across CAE teams, including Sales, Customer Services, Operations Support, Marketing, and Digital Products globally.

　　Identify and escalate gaps in the customer journey based on limitations or roadblocks with people, process, or technology; communicate the impact of solving for these gaps

　　Seize BAT customer experience improvement opportunities, assess impact, and prioritize opportunities.

　　Influence and secure partnership with cross-functional BAT teams globally who will take part in projects and initiatives to improve the customer experience.

　　Help drive CX roadmap items and update customer journey documentation as opportunities are completed.

　　Use customer experience design methodologies such as: customer journey mapping, service blueprinting, and workshop facilitation.

　　Lead cross-functional experience reviews to highlight opportunities, business performance, and customer feedback along various connected touch points.

　　Communicate performance results and learnings to internal teams regularly and consistently, highlighting next best action from most recent results.

　　Location

　　This hybrid role offers you the opportunity to work from home two days a week, and three days from our Training Centre in Burgess Hill, West Sussex. This position is an individual contributor role reporting to the Director of Customer Experience Business Aviation Training.

　　CAE offers

　　Attractive benefits including a flexible holiday policy and flexi-time scheme.

　　Private health insurance (BUPA)

　　Healthcare cash plan

　　Pension scheme

　　Life Assurance & more!

　　With over 13,000 employees located in 35 countries, CAE is a global leader in training for the civil aviation, defence and security, and healthcare markets. To learn more: www.cae.com.

　　#LI-MM2

　　Position Type

　　Regular

　　CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

　　Equal Employment Opportunity

　　At CAE, everyone is welcome to contribute to our success. With no exception.

　　As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team.

　　At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age.

　　At CAE, we equip people in critical roles with the expertise and solutions to create a safer world. As a technology company, we digitalize the physical world, deploying simulation training and critical operations support solutions. Above all else, we empower pilots, airlines, defence and security forces, and healthcare practitioners to perform at their best every day and when the stakes are the highest. Around the globe, we’re everywhere customers need us to be with more than 13,000 employees in more than 200 sites and training locations in over 40 countries. CAE represents 75 years of industry firsts—the highest-fidelity flight and mission simulators, surgical manikins, and personalized training programs powered by artificial intelligence. We’re investing our time and resources into building the next generation of cutting-edge, digitally immersive training and critical operations solutions while keeping positive environmental, social and governance (ESG) impact at the core of our mission. Today and tomorrow, we’ll make sure our customers are ready for the moments that matter.