About Our Job

With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose — for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver.

What We Offer

The City and County of Denver offers a competitive salary commensurate with education and experience. New hires are typically brought into the organization between $26.84-$35.00/hour. We also offer generous benefits for full-time employees which include but are not limited to:

• A guaranteed life-long monthly pension, once vested after 5 years of service
• 457B Retirement Plan
• 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per year
• Competitive medical, dental and vision plans effective within 1 month of start date

Location & Schedule

• The shift for this position will be Thursday- Monday from 11pm-7:30am
• This position will report all in person to Denver International Airport. Employee parking provided.
• You will work at one of DEN’s concourses or terminal as your primary work location. Your work area will be mobile within the concourses, without a traditionally assigned workstation.
• Must be flexible to work in a 24-hour, seven day a week operation. This includes weekends and holidays, with the possibility of extended hours as needed.

Who We Are & What You’ll Do

About DEN 

Denver International Airport (DEN) is the third-busiest airport in the United States and one of the top ten busiest airports in the world, connecting our community globally through flight and business. DEN is the primary economic engine for the state of Colorado, generating more than $36.4 billion for the region annually and employing nearly 40,000 people. At DEN, we are committed to fostering a diverse, inclusive and equitable workplace. We celebrate individuality and uplift all races, ethnicities, gender identities, national origins, ages, abilities, religion, and LGBTQIA+ communities. We know that our diversity makes us stronger, and we strive to keep diversity, equity and inclusion at the center of all that we do. 

We are seeking an Aviation Customer Experience Specialist to join DEN’s new customer experience team and will report to DEN’s Director of Customer Experience and will serve as a customer advocate, and become an expert within your assigned area with a focus on improving the overall customer experience at DEN. 

In this role you will:

• Be assigned one of DEN’s concourses or terminal as your primary work location. Your work area will be mobile within the concourses or terminal, without a traditionally assigned workstation
• Monitors restrooms, gate-hold areas, nursing rooms, pet relief areas and other passenger facing areas to ensure the area is clean, in well repair and ready for our customers
• Reports areas failing to meet set program parameters for further action and follow-up
• Coordinates action of your assigned concourse or terminal location(s) to include but not limited to nursing mother rooms, restrooms, pet relief areas, patios, and other spaces with applicable DEN stakeholders to ensure areas adhere to Customer Experience inspections program parameters
• Provides continuous monitoring and evaluation of assigned program areas
• Review daily passenger volume metrics and anticipate potential issues before they happen
• Identify problem areas and service gaps of passenger facing facilities and coordinate a response to address identified problem areas
• Create weekly summary reports of areas identified and actions taken to address problem areas
• Utilize customer voice data and reporting to develop a plan of action and to resolve issues within DEN’s customer facing areas
• Collect voice of the customer survey data information by actively soliciting survey responses from customers as needed
• Create relationships with and attend team briefings with stakeholders on your assigned concourse or terminal to remain knowledgeable of changes or updates to your work area and communicate out these changes and updates as necessary
• Further develop and revise procedures and strategies to address customer facing issues
• Explain and communicate applicable laws, regulations, and guidelines to customers of airport policies or practices as appropriate
• Assist customers as needed when encountered through your daily operation
• Assist and coor