Director CX & Business Development

Are you our new Director Customer Experience & Business Development?

In this role you will be responsible for:

As Director Customer Experience & Business Development, you will own Norwegian's end-to-end customer journey, as well as lead strategic business development and commercial synergies across the organization. You will lead the Customer Experience & Analytics team and report directly to the VP Products & Customer Experience.

Your key responsibilities will be:

• Customer Journey Strategy & Roadmap: Define, prioritize, and drive the customer journey roadmap in line with the group's overall strategy and commercial targets.

• Insight & Predictive Analytics: Oversee customer experience measurements (NPS, CSAT, customer driver analysis) and translate behavioral and feedback data into concrete commercial and operational initiatives.

• Cross-functional CX Orchestration: Act as a bridge-builder and coordinator across Operations, Ground Operations, Customer Care, Digital/IT, and Marketing to systematically remove friction and enhance the customer journey.

• Strategic Projects & Commercial Synergies: Lead assigned strategic tasks from business case to operational execution. Map, structure, and drive partner and group synergies 

• Leadership & Team Development: Lead, coach, and develop the team to foster a high-performing culture built on data-driven decisions and customer focus.

• Governance, Performance Tracking & Reporting: Establish governance structures and KPI frameworks for the customer journey, and report to the executive management team and the Board of Directors on customer satisfaction and strategic project progress.

You are our ideal candidate if:

We are looking for an analytical, commercially driven, and visionary leader who can translate insights into tangible results. We are looking for someone who has:

• Education: Master's degree in business administration, engineering, or a similarly relevant field of study.

• Experience: Minimum of 8 years of experience within CX management, commercial strategy, consulting, or business development (preferably within aviation or travel), including 3–5+ years of leadership experience.

• Commercial Acumen: Proven track record of increasing revenue and margins through strategic partnerships, ancillary initiatives, and cross-functional projects.

• Analytical Skills: Strong numerical understanding and solid experience in translating customer satisfaction and commercial data into prioritized actions.

• Leadership & Influence: Strong leadership profile with excellent stakeholder management and cross-functional project execution skills.

• Languages: Fluent in English (written and spoken). Good knowledge of a Scandinavian language is a strong advantage.

We can offer:

Joining Norwegian means more than just a competitive salary — it’s about being part of a community that values and rewards your contributions. Here’s what you can look forward to:

• Travel in Europe and beyond with massively discounted employee-priced tickets with Norwegian and our partner airlines.

• Attractive pension schemes.

• Comprehensive medical and travel insurance.

• The flexibility to combine working from our office and from home.

• A competitive salary.

• The opportunity to participate in activities organized by the Norwegian SportsClub.

• The opportunity to join our share saving plan.

Could this be the start of an amazing journey?

If you love the thought of working with us, click the Apply Now button to complete your application. You will need to upload a recent copy of your CV. Please note: We can only accept applications submitted through our recruitment system. We will accept your CV in either English or a Scandinavian language.

Interested? Let’s talk!
If you have any questions, feel free to reach out to:

Cecilie Nybø Carlsen

VP Products & Customer Experience

Cecilie.Nyboe.Carlsen@norwegian.com