Customer Experience Partner

Iagcargo; Hounslow; Hybrid; GBP 30,000 - 60,000; Full time

Job description

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 need.

We are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling). At IAG Cargo, we believe in keeping the world’s economies turning, and do everything with determined attitudes, curious minds, collaborative actions and heartfelt pride. Join us at our globally recognised logistics business, where we are building a great place to work for colleagues and customers alike.

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, ensuring the business customer agenda drives mutual benefit for IAG Cargo and its customers.

The role holder will be responsible for effectively collaborating across all business functions ensuring an integrated customer experience roadmap is always maintained. This is in addition to responsibility for the implementation of all planned & new activities required to highlight the overall value of the customer and drive an improved customer experience. The role is responsible for supporting all colleagues 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:

• Set customer standards across the business, including the Customer Support teams.
• Monitor, review and take necessary follow-up actions to ensure customer performance standards are met.
• 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 beneficial outcome.
• Manage and oversee a series of customer centric initiatives aimed at driving the customer agenda and improving the experience and improving our customer experience metrics, including KPIs.
• 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.

It’s all about you….

You will be a strong customer experience practitioner with a passion for customer experience and a proven track record in business partnering in a global environment with a customer centric approach.

To apply, candidates must have the following skills and experience:

Skills:

• Ability to guide and inspire the entire organisation to develop a strong service culture.
• Confidence to influence across the organisation and particularly the commercial and operations teams globally.
• Strong project management capability including a commitment to project delivery, passionate about customer experience.
• Excellent 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.
• High attention to detail ensuring accuracy and thorough and logical.
• Able to articulate complex concepts into an understandable narrative for non-technical audiences.
• Strong presentation and stakeholder management skills.
• Ability to constructively challenge the status quo.
• An authentic team player who is able to operate in a fast-paced environment, drive change and adapt to evolving situations & business scenarios.

Experience:

• Experience delivering in a customer focussed environment with a clear understanding of the value of customer experience and its return on investment.
• Inquisitive about customer trends and best practice and able to use research and able to interpret data from a wide variety of sources to make sound judgments and recommendations.

Desirable Experience

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

We’ll treat you right

Wherever you work within IAG Cargo, you’ll play a part in helping us deliver what the world needs and join a diverse and inclusive business that’s making a difference.

As well as a competitive salary, generous bonus and pension, we offer a range of benefits to support our colleagues, which include:

• Life Assurance and Personal Accident Insurance
• A hybrid environment with 3 days a week in the office and two from home
• For the budding traveller we offer incredible staff discounts at hotels, car hire and our staff travel flights are legendary
• Free fruit and a subsidised on-site canteen
• Onsite staff parking, electric charging points and free airport parking when you are off globe-trotting
• Up to 75% discount on the Heathrow Express with your staff pass
• All our colleagues get access to a market leading learning platform and language courses
• For health and wellbeing, we offer a free onsite gym facility as well as access to the UNMIND app and a community of Mental Health First Aiders
• Access to discounts on Apple, Cinema tickets and loads of other goodies through Perks at Work
• Flexible bank holiday policy- Individuals not on shift have the flexibility to swap the statutory public holidays, with the days you choose to take off instead.

Equality and Diversity

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.