CX Lead

AeroCloud: Revolutionizing Airport Operations

AeroCloud is the new-age operating system for airports aiming to grow. Our suite includes Airport Operating Systems (AOS), PPS, and Passenger Flow Management solutions, empowering airports to gain deep insights into the movement of passengers and aircraft around the world.

We achieve this by becoming the airport’s first call for technology. Whether in times of need or growth, we stand alongside our clients, offering support through innovative software that drives their success.
 
Our Commitment to Excellence

At AeroCloud, being the airport’s first call means exceeding expectations at every customer interaction. This is not just a goal; it’s our standard. We prioritize detail, diligence, and a proactive approach in everything we do. If there’s a task to be completed, we see it through. If a customer needs an answer we don’t yet have, we respond promptly to let them know we’re on it. We believe in keeping our team informed, being transparent, and maintaining accountability at every step.
 
About The Role

Every product area at AeroCloud is run by a pair: a CX Lead and a Product Engineer, jointly accountable for the outcomes of that area. It is a deliberate, structural version of the "CEO and CTO of the product" model. You own the what and the why. Your Product Engineer owns the how.

That pairing already runs across our established areas. What you will shape is your own pair: how the two of you split decisions, where you defer to each other, and how you hold a shared line in front of customers and internally. Nobody hands you that division of labour. You and your Product Engineer agree it, and you are both judged on the same outcomes.
 
Delivery accountability is shared with the Engineering Manager for your area, working to our Head of Engineering. You are not the delivery manager and you are not the person allocating engineers. You are the person who can say, with evidence, which problem is worth solving next and what it costs us to wait.

Regular travel to airports across North America, Europe and the UK, heaviest in North America.
 
Responsibilities

Working with our customers — about 70% of your time 

• Ongoing discovery with customers. Airport operations teams, airline ground handlers, duty managers, IT. Sitting in operations centres, at gates, at bag drop, watching how the job actually gets done
• Working with Customer Success as your ground truth on customer health. CS sees the friction daily. You bring that into the same product-health lenses engineering uses, with the same definitions 
• Working with Sales early in live opportunities. Not to close deals, but so that what we commit to is grounded in what we understand and what we can build

 
Working with the product teams — about 30% of your time 
 

• Owning a problem backlog for your area — not a feature list. Every item names the customer, the problem, and the cost of delay if we do not solve it. If we cannot name the person and the problem, we do not build it 
• Owning your area's roadmap. You bring it to the weekly stakeholder meetings and you present it at the leadership roadmap review. It is your roadmap, not one you inherit
• Defining what success looks like before work starts, and then checking whether it happened. We run product areas on four lenses: new users, returning users, successful journeys, and value created
• Pulling those numbers from live sources, with definitions locked before the pull. We do not infer per-customer or per-module behaviour from company averages, and we do not include a figure we cannot show the method for
• Running a team synthesis session after every round of research, before anything moves onto a roadmap. Even when the team thinks it already agrees. This is our control against confirmation bias, and it is not optional
• Helping us build Cost of Delay into how the business prioritises. We use it today in parts of the product function and we are extending it, region by region, into the conversation with Sales. It is partly built. You will be one of the people who finishes it

 
What are we looking for?
 
Someone who wants to own a product area outright, alongside an engineer who owns it with them. Someone who would rather spend Tuesday in an operations centre than in a planning meeting. Someone who will tell us, with evidence, that the thing we were about to build is the wrong thing.
 

• You have a bias to action – you can help teams make high quality decisions quickly and follow them through 
• You have run discovery with real users in a complex operational environment, and you can describe a time the findings changed the plan
• You are comfortable being the least expert person in the room and asking the question anyway 
• You can hold a prioritisation argument with a commercial leader and win it on evidence rather than seniority 
• You are willing to apply Cost of Delay as a prioritisation approach. If you have not used it before, you are willing to learn it and then defend it in front of people who have not 
• You are fluent enough with product data to define a measure, get it pulled, and spot when a number does not mean what someone claims it means 
• Aviation or airport operations experience is useful. Curiosity about how physical operations really work is essential

 
What We Offer

• Competitive salary
• Best in Class Share Options scheme
• 25 days PTO + statutory holidays
• Take your birthday off work on us as well
• Extensive upskilling and training
• Digital Nomad Scheme

 
Our Ethos

AeroCloud recognises Diversity, Equality, and Inclusion at the heart of our business. They represent the mutual trust, respect and understanding we strive for. They are integral to our brand, reputation, success, business sustainability and employee relations impact.

Our vision is to have a diverse, equal and inclusive organisational culture. We want everyone who comes into contact with us, both face to face and virtually, to feel valued and respected. We want our workplace both in the office and at home to foster belonging to all colleagues to feel seen, connected, supported and proud. We will draw on the rich diversity of our workforce and harness the diverse contributions and considerable talents of our staff to achieve our vision in line with our organisational values and DE&I principles.

AeroCloud is an equal opportunities employer so if you have any specific work or access requirements as a result of a condition or disability then AeroCloud would be committed to working with you on the best way to support this at work.