Head of Customer Experience

6 months ago

Heathrow, United Kingdom British Airways Full time

**HEAD OF CUSTOMER EXPERIENCE**:
**OUR BUSINESS**:
At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. In an era of digital screens and closed borders, we open the skies and fly the world to bring people the things they really need.

As the logistics and cargo brand of the International Airlines Group, you will work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling as we build and shape a new logistics company. We believe in a world that is always moving, with values that underpin our business. By always delivering, always improving, always listening and always working with integrity, we are creating an inclusive business that works for its customers and its colleagues around the globe.

**THE ROLE**:
The Head of Customer Experience is accountable for shaping and creating the end to end customer experience for IAG Cargo. This role will develop the vision, associated strategies and plans that deliver a customer experience in line with IAG Cargo’s ambition. The vision for Customer Experience will cover all aspects of the business and should cover not just process, but technology, innovative thinking, people and continuous improvement.

Customer Experience cuts across all departments within the business, the role holder is accountable for effectively collaborating across all business departments ensuring an aligned plan is always maintained. The role holder will be accountable for making sure detailed plans are in place and are delivered to agreed milestones with the Executive team of IAG Cargo.

The role will be accountable for driving performance to agreed KPI’s within the service and recovery function based at Heathrow as well as its offshore activities. They will be responsible for delivering the day to day performance as well as identifying further commercial possibilities and feed this through to the commercial team. A core priority for this team is to deliver on the product commitments that already part of IAG Cargo’s offerings.

The role will also be responsible for ensuring that customer experience across specialised and mail products are maintained and developed in line with the overall customer experience vision. It is important that direct relationships that are already here with customers and the prioritised product are maintained and enhanced.

**DUTIES**:

- Leads the development and implementation of the Customer Experience vision, associated strategies and plans.
- Lead a team of people who can act as an escalation point and resolve disruptions to ensure customer issues are resolved as efficiently as possible. Learn from the disruptions and support the business functions to drive sustained change.
- Devise tactical plan to ensure that the customers receive the best end to end experience whilst delivering a commercial outcome.
- Collaborate with relevant departments to ensure that product development, marketing and sales initiatives can be delivered in line with customer expectations and forward planning.
- Continual improvement of overall customer experience with innovative thinking and focus on using technology where applicable.
- Identify opportunities that lead to growth of the products and increases customer satisfaction and business strategy.
- Overall responsibility for developing high performing teams through performance management, personal development and coaching, embedding brand values at all times.
- Monitor and improve NPS (Net Promoter Score) - CSAT (Customer Satisfaction).
- Use research metrics to identify pain points and create action plans to address.
- Reduction of the cost to serve.
- Accountable for outsourced service providers impacting customer experience.
- Empower and engage the Customer Experience Team.
- Enhance the First Call Resolution.
- Identify new tools and technologies to better serve the customer.
- Use Customer Insight and Root Cause Analytics to identify company wide improvements and present these to the Board/Senior Stakeholders.
- Act as the voice of the customer across the organisation.
- Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements.
- Continually develop improvements and embed successful change projects
- Drive quality and consistency across the global business.

**KEY STAKEHOLDERS**

**Internal**:

- Chief Commercial Officer
- Operations Leadership team
- Sales team
- Marketing teams

**PERSON SPECIFICATION**:

- Customer Experience Strategy Development and deployment
- Develop Compelling business cases
- Analytical & financially literate
- Change Mgt
- Stakeholder Management
- Collaboration
- Can deal with ambiguity
- Able to effectively build relationships and teams

**Qualifications**:

- Analytical & financially literate

**Experience**:

- Strong strategic and cust

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