Passenger Experience Manager

The role

You will lead the Passenger Experience team and oversee the end-to-end complaints process. You will investigate passenger concerns, manage escalated complaints, and work with operational teams to improve the passenger journey.

What you will do

• Lead and manage the Passenger Experience Team.
• Oversee the end-to-end complaints process across all regions.
• Investigate high-risk, complex or sensitive passenger complaints.
• Ensure complaints are resolved within agreed service levels and quality standards.
• Review complaint outcomes to ensure consistency, fairness and accuracy.
• Act as the escalation point for complex passenger concerns.
• Lead the development and optimisation of Intercom and other passenger experience systems.
• Identify opportunities to improve processes, automation, reporting and passenger journeys.
• Produce regular reports on complaint volumes, trends and root causes.
• Analyse passenger feedback and identify opportunities to improve the passenger experience.

Required qualifications

• Proven experience in complaints handling, passenger resolution or passenger service management.
• Experience managing complex or escalated complaints.
• Experience leading or managing teams.
• Strong passenger focus with the ability to balance empathy and commercial decision-making.
• Excellent investigation, analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to influence stakeholders and drive positive outcomes.
• High level of attention to detail and organisational skills.
• Ability to work independently and collaboratively across multiple teams.
• Proficiency in Microsoft Office Suite.

Nice to have

• Experience using passenger service platforms such as Intercom or similar systems is desirable.
• Experience within transport, mobility, passenger operations or regulated environments is desirable.

About the company

Veezu is a tech-driven on-demand mobility service and the UK's fastest growing taxi and private hire technology business operating across hundreds of UK towns and cities.