Customer Experience Lead

2 weeks ago

Heathrow, United Kingdom British Airways Full time

**Purpose of the Role**

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.

**Key Accountabilities**
- 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 Stakeholder

**PERSON SPECIFICATION**

***Skills**
- 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

**Qualifications**
- Graduate calibre, ideally in a numerate discipline
- A degree or equivalent experience within a customer experience function of a global organisation

**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

As part of our workforce you will receive a competitive salary as well as access to a variety of our excellent benefits including Bonus, 26 days holiday, DC pension scheme, flight benefits, discounts with many high street retailers, good development prospects and the opportunity to be included in the annual incentive scheme.

We are one of the world's largest cargo carriers, come and be part of it.

  • Colleague Experience Information Lead

    5 days 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...

  • Digital Product Lead

    1 day 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...

  • Lead Paint Technician

    Found in: Whatjobs ES C2 - 1 day ago

    Heathrow, United Kingdom Gap Personnel Full time

    Job Title: Lead Paint TechnicianSalary: £50KArea: HeathrowAscend Talent is seeking a Lead Paint Technician to join an accident repair centre based in Heathrow. As an Lead Paint Technician you will be responsible for managing the whole paint department and all aspects of the vehicles entrusted with the ARC. In this position it requires knowledge & previous...

  • Lead Material Supplier

    4 hours ago

    Heathrow, United Kingdom British Airways Full time

    Lead Material Supplier British Airways has been flying for over 100 years and our success has been driven by our team’s passion and drive for excellence. If you’re made of the same qualities as us, you could soon be part of the next chapter of our story. Fleet Support Facility is a dynamic operational facility, providing specialist Workshop Engineering...

  • Lead Content Producer

    5 days 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...

  • Customs Entry Clerk

    4 hours ago

    Heathrow, United Kingdom Heathrow Personnel Full time

    **NEW AND JUST IN** Our client is looking for a keen and enthusiastic CUSTOMS ENTRY CLERK (IMPORTS/EXPORT) who has at least 5 years+ experience within import operations. **Duties would include**: - Handling air import and export operations - Completing various customs entries (CFSP, IPR & HMRC) - Completing month end declarations - Liaising with customs...

  • Shipping Supervisor

    Found in: Whatjobs ES C2 - 2 hours ago

    Heathrow, United Kingdom This is Alexander Faraday Limited Full time

    Are you an experienced shipping professional looking for a new opportunity? Are you looking to work for a progressive, global business? If you answered yes, then read on!The role; a superb opportunity to join this global business with international operations. Our client is looking for a Shipping Supervisor to join their well-established team. This is a...

  • Business Resilience Lead

    2 days 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...

  • Customer Terminal Manager Retail Logistics

    2 days ago

    Heathrow, United Kingdom Heathrow Personnel Full time

    We are recruiting for an experienced manager who has experience looking after retail key accounts, dealing with logistics and and inventory. You will be working for a Heathrow based company that supply retail goods into the airport shops and provide all the logístical support of warehousing and getting the goods into the airport. You will be working...

  • Cyber Delivery Assurance Lead

    5 days 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...

  • Continuous Improvement Lead

    7 days 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 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,...

  • Flight Support Lead

    7 days 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...

  • Customs Bureau Agent

    3 days ago

    London Heathrow Airport, United Kingdom DHL Full time

    CUSTOMS BUREAU CLERK As a Customs Bureau Clerk, you’ll use your talents to create innovative solutions and shape the future across our business. Join a global network of passionate experts - backed by the latest technology, to take your career to the next level. Key Activities: - Liaise with customers to co-ordinate customs entries for the shipment of...

  • Pricing Coordinator

    2 days ago

    Heathrow, United Kingdom Willis Global Ltd Full time

    Our client, an excelling company with management of regular commercial freight logistics, specialising in providing comprehensive services for the movement of high - niche market products are looking to recruit an **Pricing Co-ordinator**to be based in their head office within the **Heathrow Area.** **On Offer**: - Salary of £28,000 - £35,000 per annum...

  • Customs Bureau Clerk

    2 days ago

    London Heathrow Airport, United Kingdom DHL Full time

    CUSTOMS BUREAU CLERK As a Customs Bureau Clerk, you’ll use your talents to create innovative solutions and shape the future across our business. Join a global network of passionate experts - backed by the latest technology, to take your career to the next level. Key Activities: - Liaise with customers to co-ordinate customs entries for the shipment of...

  • Senior Freight Forwarder

    2 days ago

    Heathrow, United Kingdom RG Freight Recruitment Full time

    **Job Role**:Senior Freight Forwarder - Pharmaceuticals Exports **Location**:Heathrow **Salary**:£35,000 - £40,000 RG Freight Recruitment are working on behalf of a well known freight and logistics company to find an experienced Freight Forwarder -to join the team at their **Heathrow **offices. This client has over 100 years of pedigree and have built...

  • Dangerous Goods and Defense, Air Export Operator

    5 days ago

    Heathrow, United Kingdom Willis Global Ltd Full time

    Our client, a well-established and expanding International Freight Forwarding & Logistics Provider, which provides a wide range of innovative solutions that ensures their customers’ supply chains have a competitive edge, are looking to recruit a talented **Dangerous Goods and Defense, Air Export Operator,**to be based at offices in **Heathrow...

  • Billing Coordinator

    2 days ago

    Heathrow, United Kingdom Willis Global Ltd Full time

    Our client, an excelling company with management of regular commercial freight logistics, specialising in providing comprehensive services for the movement of high - niche market products are looking to recruit a **Billing Co-ordinator**to be based in their head office within the **Heathrow Area.** **On Offer**: - Salary of £23,000 - £27,000 dependant on...

  • Air Import Clerk

    5 days ago

    Heathrow, United Kingdom Willis Global Ltd Full time

    Our client, a well-established and expanding International Freight Forwarding & Logistics Provider, which provides a wide range of innovative solutions that ensures their customers’ supply chains have a competitive edge, are looking to recruit a talented **Air Import Clerk,**to be based at offices at **Heathrow Airport.** **The Company** A progressive...

  • Air Import Perishables Operator

    1 day ago

    Heathrow, United Kingdom Willis Global Ltd Full time

    Our client, an excelling company in the management of regular commercial freight logistics, specialising in providing comprehensive services for the movement of high - niche market products are looking to recruit an **Air Import Perishables Operator**to be based in their head office within the **Heathrow Area.** **On Offer**: - Salary of £30,000 -...