Customer Experience Lead

3 weeks ago

Heathrow, United Kingdom British Airways PLC Full time

Looking for a challenge in one of the world's largest airfreight logistics organisations?

At IAG Cargo, we're in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche.

As the logistics and cargo brand of International Airlines Group, you'll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling.

As well as helping to keep the world's economies turning, we believe in building a great place for our colleagues to work. Our people are determined, curious, collaborative and take huge pride in everything they do.

The role:

Customer Experience Lead

This role will support the Customer Experience team to deliver a series of customer initiatives
and plans that deliver an enhanced customer experience in line with IAG Cargo's global
customer vision to be a logistics business that is keen to learn, quick to adapt and trusted to
deliver and to put our people and our customers at the heart of what we do.
They will act as the key interlock between all IAG Cargo functions to embed a new service
culture in the business, making everyone fluent in the language of the customer. With
customer experience at the heart of our business, the role holder will be responsible for
effectively collaborating across all business functions ensuring an integrated customer
experience roadmap is always maintained.

The role holder will be responsible for the implementation of all planned & new activities
required to highlight the overall value of the customer to our business. Furthermore, they will
also be responsible for helping everyone at IAG Cargo to understand the needs of tomorrow's
customers, articulating a clear and concise narrative that supports continuous change and innovation

What you'll do:

  • Support the development of IAG Cargo's customer experience strategy across the end to journey, covering all aspects of the business, including process, technology, innovation people and continuous improvement.
  • Support the delivery of tactical as well as a strategic projects to ensure that all customers receive the best end to end experience whilst delivering a commercial outcome.
  • Manage and oversee a series of customer centric initiatives aimed at improving the experience and improving our customer experience metrics, including NPS.
  • Business Partner with the Senior Management / Cargo Executive Team to influence change in the service culture of IAG Cargo.
  • Engage with all business functions to proactively advocate customer centric solutions to elevate all communication with the customer to an exceptional level. Organise immersive sessions for the wider IAG Cargo team.
  • Collaborate with Commercial functions to ensure that product development, marketing & sales initiatives can be delivered in line with customer expectations and forward planning.
  • Use Customer Research & Insights to identify company-wide improvements and present these to the Board/Senior Stakeholders.

What you'll bring to IAG Cargo:

  • Ability to guide and inspire the entire organisation to develop a strong service culture.
  • Strong strategic skills and customer focus with a clear understanding of the value of customer experience and its return on investment.
  • Confidence to influence across the organisation and particularly the commercial and operations teams globally.
  • Strong commitment to project delivery, passionate about customer experience.
  • Great organisational and time management skills, with the ability to prioritise to ensure relevant targets are met.
  • Advanced level and highly competent in all Microsoft packages, predominantly in PowerPoint and Excel.
  • Comfortable to use research and able to interpret data from a wide variety of sources to make sound judgments and recommendations.
  • Highly accurate, thorough and logical, able to develop a complex narrative to a non technical audience. Strong presentation and stakeholder management skills.
  • Ability to constructively challenge the modus-operandi.
  • An authentic team player who is able to quickly fit in the IAG Cargo environment and adapt to evolving situations & business scenarios.

Your experience:

Essential Experience

  • Exposure to customer service environments.
  • Experience overseeing large scale customer experience initiatives in a B2B environment

Desirable Experience

  • Background in the air transport industry, passenger or cargo.
  • Experience using research, including journey maps to drive improvements within a company.

What we offer:

Wherever you work within IAG Cargo, you'll play a part in connecting people and countries and join a diverse and inclusive business that's making a difference to the future of aviation.

Colleagues working for IAG Cargo:

  • Benefit from attractive and competitive rewards aligned to the local market and role.
  • From the day you join us, you'll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You'll also receive up to 30 discounted Hotline' airfares per year for yourself, friends, and family.
  • Work with diverse colleagues in a business that truly values inclusion and diversity.
  • Are valued for their ideas and opinions.
  • Benefit from opportunities for development and progression.
  • Are able to support communities across the world, and close to home.
  • Work in an environment in which safety and wellbeing are paramount.

Equity, Diversity and Inclusion

Our recruitment procedures positively support our equity, diversity, and inclusion agenda.

All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.

Please advise us if you require any reasonable adjustments to take part in the recruitment process so we're able to remove any barriers that may present themselves.

To apply for the position of Customer Experience Lead, please use the apply now' function.

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