CX Cabin Experience Manager

Vacancy details
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Role title

CX Cabin Experience Manager

Your role

The Cabin Experience Manager is responsible for the end‑to‑end onboard customer experience, spanning both the physical aircraft interior and seating proposition and the digital cabin experience, including Inflight Entertainment, Connectivity, \& onboard digital services. The role defines and delivers a holistic cabin product vision across existing \& future fleets, bringing the Aer Lingus brand to life through a seamless integration of physical comfort \& digitally enabled experiences.

Your responsibilities as a CX Cabin Experience Manager will include:

• Support the end\-to\-end cabin experience strategy, integrating cabin interiors \& seating with the digital experience (IFE, connectivity, onboard digital services) to drive NPS, CSAT, advocacy, \& competitive differentiation.


• Support complex, multiyear cabin programmes (linefit \& retrofit) spanning interiors, seating, IFEC and connectivity ensuring delivery against budget, quality, reliability, \& performance targets, while protecting customer \& commercial outcomes.


• Oversee the full product lifecycle across physical \& digital cabin elements, from concept \& requirements definition through engineering, certification, approvals (ITCM/PDR/DDR/FAI), production, installation \& software deployment.


• Define \& execute the digital cabin strategy, leading the execution of this through cross\-functional teams, Tech/Transformation, Operations, Customer \& IAG Connect, deliver a multi\-year roadmap of customer \& crew digital solutions. Own data driven business cases for all cabin investments, demonstrating customer \& commercial value, including NPS/CSAT uplift, digital adoption, revenue,, cost efficiency, \& lifecycle optimisation.


• Act as a design authority for the integrated cabin experience, covering interior layout, seating, materials \& finishes, lighting, monuments, IFEC hardware, connectivity solutions, \& customer digital touchpoints, aligned with brand, sustainability, operational efficiency, \& maintainability.


• Partner with Finance \& Strategy to maximise commercial impact, modelling seating density, premium cabin value, durability, lifecycle cost, \& digital economics, including connectivity \& ancillary revenue.


• Lead governance \& supplier management across OEMs, seat manufacturers, design agencies, monument, IFEC, \& connectivity providers to ensure cohesive delivery.


• Shape future\-ready cabin concepts aligned to global benchmarks, emerging technologies, sustainability goals, \& evolving customer expectations.


• Own cabin appearance \& digital experience standards, working with M\&E, Quality, Cleaning, \& Digital Ops to improve presentation, reliability, \& service availability.


• Leverage customer insight, NPS/CSAT analytics, usage data, audits, \& competitive intelligence to prioritise improvements across all cabin touchpoints.

Your qualifications and key criteria

We are looking for an individual with experience / qualifications in the following areas:

• Exceptional organisational ability and attention to detail, with a proven capacity to manage complex, multi‑year cabin programmes spanning physical interiors, seating, IFEC, and connectivity, often in parallel.


• Excellent written and verbal communication skills, including the ability to produce executive‑level presentations, robust business cases, and clear design or product justifications that support strategic and commercial decision‑making.


• Strong understanding of aircraft cabin interiors and systems, including seating platforms, materials, ergonomics, and certification considerations, combined with the ability to quickly acquire deeper technical knowledge across digital cabin technologies, IFEC platforms, and connectivity ecosystems.


• Well‑developed design sensibility, with the ability to translate brand strategy into cohesive physical and digital cabin experiences that are practical, deliverable, and customer‑focused.


• Strong customer‑centric mindset, using customer insight, NPS/CSAT data, usage analytics, and competitive trends to inform investment decisions, product prioritisation, and experience design.


• Excellent interpersonal and influencing skills, with the ability to operate effectively across Engineering, Fleet, Digital, IT, Finance, Strategy, Procurement, and OEM/technology partners.


• Fluent in English, both written and spoken.


• Eligible to live and work in the EU.


• Current unrestricted worldwide passport.


• Provide three verifiable references.


• Able to pass a five year security background check.


• Able to pass a 5\-year security background check\*(or be in possession of a current airside pass for the airport this position is based in Dublin).

At Aer Lingus, we embrace diversity and believe in providing equal opportunities to all qualified individuals. We are dedicated to cultivating an inclusive and respectful work environment that values employees' unique backgrounds, experiences, and perspectives. We do not discriminate based on race, gender, sexual orientation, age, disability, or any other protected status. If you have any questions or require any accommodations to support you in your application, please contact us at recruit@aerlingus.com.

Division / Department

Customer \- Customer Experience \&Business Excellence

Contract type

employee recruitment \- permanent

Job location
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Job location

Republic of Ireland, Dublin, Dublin

General information
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Vacancy Reference number

005491

About us

At Aer Lingus, we believe in going above and beyond to connect people, places and possibilities. Whether working at the airport, in our offices or at home \- every employee has a role to play in making Aer Lingus the heart of travel to, through and beyond Ireland for generations to come.

How do we do this? We Put Safety First. There's nothing more important. We Are Customer Focused. We champion the customer and go above and beyond to get things just right for them. We're Stronger Together. With a ‘how can I help?' attitude, we communicate and collaborate to achieve shared success. We Own It. We do what we say we're going to do and always follow through. We Look Forward. We build the future by embracing change today.

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