Customer Experience Lead

5 days 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.

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