Customer Experience (CX) Coordinator – Lincoln Airport Authority

The Customer Experience (CX) coordinator focuses on improving customer’s experience with the Lincoln Airport Authority and leads the customer service team. These tasks include optimizing customer service support, drafting CX strategies for management to implement, and creating a company presence on social media.

• Coordinate and plan events.
• Monitor all aspects of the customer experience, including tracking KPIs for customer satisfaction and translating those into actionable goals.
• Attend and represent LNK at external events.
• Oversee innovative programs and initiatives aimed at creating excellence in the customer experience.
• Serve as the contact for customer experience-related issues, including tracking and responding to consumer feedback.
• Assist in developing and implementing a customer service recognition program to identify and reward excellent customer service in all areas of the airport.
• Oversee Airport social media efforts focusing on engagement, brand reinforcement, and creative content.
• Carry out supervisory responsibilities with customer service staff following the Lincoln Airport Authority’s policies and applicable laws, including evaluation and training.
• Serve as a resource for other departments’ marketing needs.
• Due to the nature of the role, the hours for this position will vary based on the schedule of social events; this may include evenings and weekends.
• Reliable, punctual attendance is a crucial function of the position.
• Other duties, tasks, and responsibilities may be assigned at any time.