For over two decades, this organisation has transformed the way people travel, making journeys easy, affordable, and accessible to millions of passengers each year. With a modern fleet, a growing network of hundreds of routes across Europe, and passenger volumes in excess of 90 million annually, it is positioned as a leader in short-haul travel.

What sets the business apart is its people and its culture-forward-thinking, talented individuals who thrive on innovation, collaboration, and delivering exceptional experiences for customers.

At the core of the customer transformation journey is the Customer Experience team. Backed by significant investment, this team is rewriting the approach to customer communications-revamping systems, data, processes, and end-to-end customer journeys.

The mission: to deliver engaging, seamless, and supportive communications at every stage of the journey-from booking to travel and beyond. The team is passionate about driving customer satisfaction, building trust, and keeping travel simple, even when things don''t go as planned.

As a Customer Communications Specialist, you will play a pivotal role in bringing the communications roadmap to life. Reporting to the Communications Product Manager, you''ll collaborate with a cross-functional team of experts to design, develop, and deliver innovative communications strategies that make a tangible difference to millions of customers.

• Work closely with the Communications Product Manager to design, develop, and execute communication strategies that support customers at every stage of their journey.

• Support the development of data-driven and technology-enabled communication solutions to enhance customer experience, especially during operational disruption.

• Establish, manage, and document testing plans to drive continuous improvement in communications effectiveness.

• Monitor performance, analyse results, and identify optimisation opportunities to maximise customer engagement and satisfaction.

• Design and implement multi-channel contact strategies and automated programs covering operational, disruption, and service communications.

• Create clear, engaging, and helpful day-to-day communications that simplify the customer experience.

• Collaborate with stakeholders across insight, analytics, tech, and creative teams to ensure customer communications are innovative, personalised, and impactful.

• Stay focused on innovation, ensuring communication design, UX, and content evolve to meet customer expectations.

• Proven experience in Customer Communications or CRM, ideally with knowledge of platforms such as Braze.

• Strong understanding of designing and delivering multi-step, multi-channel communication journeys.

• Skilled at creating content that is clear, informative, and tailored to customers'' needs.

• Comfortable working with data and technology teams to brief and manage data requirements for communications programs.

• Experience in performance reporting, test-and-learn initiatives, and optimisation.

• Organised and detail-oriented, with the ability to thrive in a fast-paced, deadline-driven environment.

• Strong customer focus, with the ability to design strategies around customer needs.

• Experienced in leveraging insight and analytics to create segmented and personalised communications.

• Excellent interpersonal skills with the ability to build strong stakeholder relationships and influence effectively.