Customer Experience Lead – Customer Journey Design

About the role

Cebu Pacific is looking for a Customer Experience Lead to own the design of end‑to‑end customer journeys across all touchpoints. The role will blend service design, data analysis and stakeholder collaboration to create seamless experiences for passengers from booking to arrival.

Key responsibilities

• Analyse customer feedback and work with internal teams to implement process or policy changes that close the loop on experience gaps.
• Facilitate design‑thinking workshops and benchmark best practices from airlines and other industries.
• Develop service‑design artefacts such as journey maps, empathy maps, service blueprints and prototypes covering ticketing offices, airport counters, phone, and digital channels.
• Identify and improve key moments of truth (booking, payment, check‑in, onboarding, arrival) to drive engagement and loyalty.
• Collaborate with marketing, commercial and customer‑facing teams to ensure consistent, differentiated value propositions.
• Lead change‑management initiatives, escalate issues and align work with organisational values.

Required profile

• Bachelor’s degree in industrial engineering, information technology, design, business or a related field.
• Minimum 3 years of experience in strategy, customer experience, service design, journey mapping or change management.
• Self‑directed, proactive and capable of working with minimal supervision.
• Strong written and oral communication skills and comfortable in an agile, fast‑paced environment.

Required skills

• Lean Six Sigma methodology (certified preferred).
• Usability analysis and certification (e.g., Certified Usability Analyst).