Norse Atlantic Airways is on a mission to make the world available to more people. Headquartered in Norway, we’re transforming long-haul flying by combining low fares with great comfort onboard our fleet of modern Dreamliner aircrafts. From New York, Los Angeles and Orlando to London, Paris, Rome, and Athens, and from Scandinavia to Phuket, Bangkok, and Cape Town- we connect travelers to iconic cities and remarkable places with a travel experience that feels fresh, effortless, and welcoming.

Founded in 2021, we are an ambitious, and fast-growing company in the aviation industry, driven by a commitment to innovation and excellence.

Are you a strategic leader with a passion for creating exceptional customer experiences?

We are seeking an experienced and forward-thinking Head of Customer Experience (CX) to lead our customer-first communication strategy and operations across all touchpoints. This role combines strategic vision with hands-on leadership, ensuring that our customer journey is continuously evolving through innovation, automation, and deep understanding of customer needs.

As Head of CX, you will own the customer experience end-to-end: shaping strategy, driving digital transformation, and ensuring operational excellence. You will lead and inspire a growing CX team, empowering them to deliver seamless, empathetic service in both daily operations and during extraordinary events such as operational disruptions. This role also requires strong cross-functional collaboration, acting as the voice of the customer in leadership discussions and building strong relationships with internal and external stakeholders.

This is a full-time, office-based role located in Riga.

Your responsibilities will include:

• Define, lead, and execute Norse’s overall customer experience strategy, aligning with company objectives and brand values;
• Inspire, mentor, and develop the CX team, ensuring a high-performance culture rooted in customer focus;
• Oversee and continuously improve customer journeys using automation, technology, and data insights to reduce friction and increase satisfaction;
• Guide and support the CX team during disruptions and extraordinary cases, ensuring effective service recovery and clear customer communication;
• Set and oversee KPI performance and ensure quality standards are consistently met;
• Strategically own the agenda for improving CX processes, systems and tools, improving and streamlining internal processes for accuracy and efficiency;
• Lead claims management with fairness, transparency, and empathy;
• Act as the voice of the customer at leadership level, ensuring customer insights shape business strategy;
• Build strong stakeholder relationships across departments and external partners to ensure customer experience is prioritized and consistent;
• Ensure compliance with regulatory requirements and industry best practices.

What we're looking for:

• Proven experience in a senior CX, customer service, or operations leadership role, preferably within aviation or a customer centric industry;
• Strong background in leading teams and developing people, with demonstrated ability to manage in both steady-state operations and high-pressure disruption scenarios;
• Experienced in leveraging automation and digital tools to improve customer journeys;
• Excellent communication and stakeholder management skills, with a track record of influencing decision-making at senior levels;
• Strong problem-solving skills, adaptability, and ability to perform under pressure;
• Excellent written and verbal communication skills;
• Fluency in spoken and written English, required as it is the primary language used for communication within the international teams;
• Willingness to travel occasionally as required.

We offer:

• Sky is the limit growth opportunity in dynamic aviation industry;
• Monthly salary ranging from 3000.00 – 4000.00 EUR (Gross), based on candidate experience;
• Explore the world with exclusive travel privileges to all Norse destinations, plus discounted tickets with our partner airlines;
• Premium health insurance provided after the probation period;
• Gym and wellness benefit, with co-payment for sports activities after the probation period;
• Modern office in the city center - Novira plaza;
• Inclusive and diverse work culture we bring together talent from over 40 nationalities.

We believe that culture will be our competitive advantage.

Team Norse has identified three core values that we all should live and breathe. They are:

• Be inclusive;
• Take ownership;
• Show kindness.