Head of Customer Experience

8 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

  • Customer Experience Lead

    6 months ago

    Heathrow, United Kingdom British Airways 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...

  • Head of Brand

    6 months ago

    Heathrow, United Kingdom British Airways Full time

    **About the role**: An outstanding opportunity has arisen for a leading marketeer with demonstrable experience of building market leading brands and exceptional customer experience to join our Brand & Marketing department as Head of Brand on a 12 month fixed term contract / secondment. This role is responsible for the global development of the British...

  • Head of Product

    8 months ago

    Heathrow, United Kingdom British Airways Full time

    **Head of Product - Nexus**: This is a key time to be joining British Airways as we Build a Better BA. Our country’s creativity, diversity, style, wit, and warmth are the same special qualities that make us who we are. If you’re made of the same qualities as us, you could soon be part of the next chapter of our story. Together as one team, we’re...

  • Head of Transformation Delivery

    7 months ago

    Heathrow, United Kingdom British Airways Full time

    Head of Transformation Delivery We are looking for inspirational leaders to join our central Transformation team as Heads of Transformation Delivery. These are opportunities for highly experienced transformational leaders to join our world-renowned organisation in critical leadership roles that will continue to drive our aspirational transformation journey...

  • Inflight Customer Experience Crew Operations

    6 months ago

    Heathrow, United Kingdom British Airways Full time

    This is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past - but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re made of the same qualities...

  • Head of Distribution

    6 months ago

    Heathrow, United Kingdom British Airways Full time

    **About IAG Cargo** Looking for a challenge in one of the world’s largest airfreight logistics organisations? 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. At IAG Cargo we open the skies and fly the world to bring people...

  • Head of Ground Operations Loading

    7 months ago

    Heathrow, United Kingdom British Airways Full time

    **Head of Ground Operations - Loading (T5)** This is an exciting time to be joining British Airways as we Build a Better BA - with a Better Heathrow at the heart of this. We take huge pride in our past - but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and...

  • Head of Operations Planning

    6 months ago

    Heathrow, United Kingdom British Airways Full time

    Head of Operations Planning As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain. It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris. This originality has been in our blood since day...

  • Airline Customer Service

    6 months ago

    Heathrow, United Kingdom Freightserve recruitment Full time

    Freightserve recruitment are looking for an Airline Cargo Customer Service person for a an Airline based in Heathrow area. Based in our Cargo office at London, Heathrow Airport, the Cargo Agent is responsible for ensuring the efficient movement of inbound and outbound cargo and mail shipments for the UK Cargo Department. Main duties include, - To handle...

  • Head of Health and Safety

    8 months ago

    Heathrow, United Kingdom British Airways 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...

  • Head of Inclusion and Diversity

    7 months ago

    Heathrow, United Kingdom British Airways Full time

    Head of Inclusion and Diversity As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain. It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris. This originality has been in our blood since...

  • Head of Heathrow Operational Delivery

    6 months ago

    Heathrow, United Kingdom British Airways Full time

    As Head of Heathrow Operational Delivery, you will be overseeing delivery of a safe, on time operation at Heathrow. It’s a unique opportunity to lead the team that runs BA’s operations at one of the most high-profile airports in the world. To do this, you’ll need to lead and inspire a large team operating across varied functions including the Airport...

  • Head of Reward Delivery

    6 months ago

    Heathrow, United Kingdom British Airways Full time

    As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain. It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris. This originality has been in our blood since day one. It’s the spirit we share...

  • Head of Infrastructure Strategy

    7 months ago

    Heathrow, United Kingdom British Airways Full time

    **OUR BUSINESS** Looking for a challenge in one of the world’s largest airfreight logistics organisation and a FTSE 100 company? At IAG Cargo (IAGC) 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...

  • Customer Service

    7 months ago

    Heathrow, United Kingdom Quick Food Products Ltd Full time

    Job Overview: **Responsibilities**: - Assist customers with product information, orders, and returns - Upsell products and services to customers when appropriate - Conduct data entry tasks accurately and efficiently - Analyse customer needs to offer personalised solutions - Communicate effectively with customers in English and Spanish - Maintain a high...

  • Head of Marketing

    6 months ago

    Heathrow, United Kingdom British Airways Full time

    Looking for a challenge in one of the world’s largest airfreight logistics organisations? 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. At IAG Cargo we open the skies and fly the world to bring people the things they really...

  • Customer Advisor

    6 months ago

    Heathrow, United Kingdom Boots Full time

    Summary Job Reference: 233330BR - Job Reference: 2 3 3 3 3 0 B R Heathrow, Terminal 4 Departures Fixed Term 37.5 Hours **The hourly rate for this role is £11.44 and up to £12.02 across selected location. The hourly rate will increase after 6 months in role.** Our airport stores typically have an earliest shift start time of 3am and the latest shift end...

  • Head of Data Science

    6 months ago

    Heathrow, United Kingdom British Airways Full time

    This is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past - but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re made of the same qualities...

  • Global Customer Care

    6 months ago

    Heathrow, United Kingdom British Airways Full time

    A career without limits - Download Job Description As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain. It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris. This originality has been in...

  • Customer Liaison Aviation

    6 months ago

    Heathrow Villages, United Kingdom Heathrow Personnel Ltd Full time

    We are recruiting for someone to be office based who has experience of working within aviation and a knowledge of EASA 145. You will be looking after specific accounts within the business and providing a high level of service and customer service at all times. You must have strong skills within Microsoft Word and Excel and have the ability to prioritise...