Chief Customer Experience Officer Position Available In Orange, Florida

POSITION

Chief Customer Experience Officer

DEPARTMENT

Executive Administration

LEVEL:

E3

CLOSING DATE:

Friday, June 27, 2025
We are the Orlando International Airport! The Greater Orlando Aviation Authority (GOAA) operates MCO and the Orlando Executive Airport. Our airport is a world-class facility serving more than 55 million guests each year and growing. Orlando International Airport (MCO) is the largest airport in Florida, the 9th busiest in the United States and the 17th in the world ranked by the number of passengers in 2022 according to Airports Council International North America (ACI). The airport serves as a significant transportation resource, catalyst and hub in the State of Florida. We offer a comprehensive benefit package for full & part-time positions to include first day eligibility for health insurance, life insurance, paid vacation/sick/holiday, and growth opportunities (see details below).

POSITION SUMMARY

The Chief Customer Experience Officer at Greater Orlando Aviation Authority is a strategic leader responsible for envisioning and executing a comprehensive, AI-enhanced customer experience strategy. This role will oversee the entire customer journey—from onboarding and adoption to expansion and retention—ensuring every touchpoint is efficient, seamless, and customer-centric. You will act as the definitive voice of the customer, integrating data-driven insights and predictive analytics to anticipate needs and continuously refine processes. Additionally, you will lead, mentor, and inspire cross-functional teams—ranging from customer service and IT to sales and analytics—to foster a culture of innovation, operational excellence, and unwavering customer loyalty. Your leadership will empower the organization to achieve elevated performance outcomes, measured through key metrics such as customer satisfaction, loyalty, and net revenue retention.

MINIMUM REQUIREMENTS

Formulate and implement a comprehensive customer service strategy aligned with Greater Orlando Aviation Authority’s overall business objectives.
Integrate AI-powered systems and an automation mindset to improve operational efficiency, personalized service, and rapid issue escalation.
Establish clear goals and key performance indicators (KPIs) to measure success across all customer engagement initiatives.
Own and drive the entire customer journey, including onboarding, adoption, expansion, and renewal.
Design and deploy best practices and processes that ensure a seamless and exceptional experience at every stage of the customer journey.
Leverage customer data, predictive analytics, and AI-driven insights to anticipate customer needs and personalize interactions.
Act as the definitive advocate for customers by ensuring their voice is integrated into strategic decision-making.
Champion a customer-centric culture internally, promoting empathy, responsiveness, and continuous improvement.
Collaborate with cross-functional teams—including Marketing and IT—to relay customer feedback, driving product and process enhancements.
Lead and inspire diverse teams ranging from customer service professionals and claims advocates to sales associates, data analysts, and IT experts.
Provide clear direction, mentorship, and support to boost team performance and cross-departmental collaboration.
Cultivate strong relationships with both internal and external partners, including outsourced or offshore teams, ensuring effective ticket triage, segmentation, and escalation procedures.
Develop and implement robust retention strategies, loyalty programs, and personalized service offerings to foster long-term relationships and improve customer lifetime value.
Identify upsell and cross-sell opportunities by closely working with Sales and Account Management teams to maximize customer success and satisfaction.
Ensure timely and effective resolution of customer inquiries by continuously improving support processes and resources.
Lead the implementation and optimization of AI-powered systems, ensuring they efficiently manage inquiries and provide intelligent, rapid responses.
Continuously evaluate and refine the end-to-end customer journey, using well-designed tests, experiments, and live reports that track the impact on key metrics such as customer loyalty, Net Promoter Score (NPS), and overall satisfaction.
Oversee global customer engagement functions and drive strategic initiatives that reduce churn, enhance net revenue retention (NRR), and improve overall performance.
Articulate a clear vision and strategy to both technical and non-technical stakeholders, ensuring a unified approach to customer engagement and operational excellence.
Report on the effectiveness of customer-centric initiatives with accessible, comprehensive data to inform decision-making at the executive level.

BENEFITS

The Greater Orlando Aviation Authority offers a comprehensive benefits package.
Paid Vacation, Holidays, Sick and Personal Leave Days
Retirement Plan with Company Match
Health, Dental and Vision Insurance
Wellness Programs
Short Term Disability Plan, Long Term Disability Plan and Life Insurance
Education Reimbursement (Full-time Employees Only)
Hybrid Work Schedule (for applicable positions) Shift Differential (for applicable positions) 2nd Shift – $0.85 per hour & 3rd Shift – $1.00 per hour