Manager, Customer Experience
International Air Transport Association (IATA)
Spain, Madrid
hace 6 días


Reporting to the IATA Global Head of Customer Experience, The Manager of Customer Experience will be responsible for the entire customer experience framework including the organizational engagement, employee experience, the process design and the optimization of the measurement systems .

Will be hands on with systems and data and utilize the big data analysis to derive results that helps IATA build great customer experiences across the entire product array.

One of the most important tasks is very close stakeholder management and working effectively with Financial Distribution Services Products, Commercial Products and Services, Global Delivery Center Operations groups, wider product groups within IATA.

The CX Manager will be coordinating the strategic initiatives and also ensure Operational Excellence across the IATA GCS team.


Organizational Engagement :

Driving initiatives that engagethe organization towards customer centricity.

Utilizing tools, metrics and data to identify the engagement challenges and address them with strategies, tasks and initiatives.

Contribute to the Employee Experience Strategy and the implementation of key initiatives and actions.

Design the Internal Communication Strategy and implement it consistently across the organization

Design the engagement activities and turn them into measurable mechanisms.

Working closely with PPD for the design of hiring, onboarding and training of new and existing front office employees globally.

Ensuring both the soft skills and the technical knowledge needs are addressed in the training program for Customer Service and L3 groups.

Process Design, Systems and Tools :

Design the External Customer Communication Process, Framework, Governance and the Implementation of the Project and overseeing its day to day operations.

Identifying the automation tool to conduct more effective communications allowing targeting and segmenting of our customers audience.

Design Customer Journeys across all IATA touch-points (both digital and physical) for IATA Key Products and ensure that the vision of Simple, Timely and Effective is addressed as part of the processes and measured by sound KPIs.

Responsible for the GCS and GCX Dashboards, data analysis and action planning.

Acting as key responsible for Contacts and Complaints Reduction with sound action planning / DMAIC methodology usage.

Support the Segmented Servicing Model across the GDC.

Identify and deliver key technologies and tools for IATA to drive efficiencies and cost savings at GCS globally. Support the new technological initiatives : AI, RPA, Language Automation.

Voice of the Customer, Voice of the Process Measurements :

Responsible for the implementation of Strategic NPS and 360 Action Planning Exercise utilizing DMAIC Methodology.

Enhancement of the Touchpoint NPS Strategy and the Implementation of the new system across all IATA channels.

SLT Scorecard development and enhancement with live action plans.

Personal and Team Development and Recognition Scorecard development and enhancement over time.

Qualifications and Skills

University degree in a relevant discipline and 3 to 5 years of experience in the travel or airline industry

Familiar with CRM management (Salesforce)

Out of the box thinker with proven record of providing innovative customer solutions

Good leadership skills and action oriented.

Excellent interpersonal and communication skills.

Fluency in spoken and written English; knowledge of other languages an asset.

Great team player and open minded.

Resilient and adaptable to change

Ability or demonstrated experience or strength in terms of driving change is a plus.

Curiosity for new technologies and design thinking methodologies is a plus.

RA1 Listed below as a separate bullet

At the heart of IATA are our Values and Behaviors. We all have different personalities, styles and areas of expertise, but you’ll recognize us by the consistent way we act and behave in line with our Values and Behaviors.

We are looking for people who bring them to life in everything they do they are :

  • Act with integrity and uphold our standards
  • Think strategically in support of the global big picture
  • Partner and manage to create high performing teams
  • Putting people first by acting with a simple human touch
  • Here at IATA we are proud of being a Diverse & Inclusive Organization we have people from all over the world working in our offices, and we extend this to our recruiting practices.

    We are a meritocratic organization and an equal opportunity employer.

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