Marc Giles | Head Of Customer Experience
Aer Lingus

Marc Giles is Head of Customer Experience at Aer Lingus and is responsible for delivering a best-in-class customer journey at all stages across the airport and inflight experience. Aer Lingus has industry-leading customer satisfaction and NPS metrics, demonstrating its commitment to putting the customer at the heart of everything they do.

Marc Giles is Head of Customer Experience at Aer Lingus and is responsible for delivering a best-in-class customer journey at all stages across the airport and inflight experience. Aer Lingus has industry-leading customer satisfaction and NPS metrics, demonstrating its commitment to putting the customer at the heart of everything they do. After starting as a check-in agent in 2003, Marc has worked in a number of roles ranging from front-line supervisory roles, flight dispatcher, safety and compliance, regional operations manager for France, customer and brand, and then into the customer experience department. Having led transformation and major change programmes at the airline, including the 'Good to Great' programme resulting in the airline being upgraded from 3-star to 4-star Skytrax rating, rebuilding the customer experience post-Covid and rallying the various teams around a shared vision for CX excellence, with the Customer First programme, Marc and his team bring the voice of customer to life to drive customer centricity across the organisation.