Jobs
>
Hounslow

    Customer Experience Lead - Hounslow, Greater London, United Kingdom - British Airways

    British Airways
    British Airways Hounslow, Greater London, United Kingdom

    3 weeks ago

    Default job background
    Description

    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 cargo brand of International Airlines Group, you'll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling.

    As well as helping to keep the world's economies turning, we believe in building a great place for our colleagues to work. Our people are determined, curious, collaborative and take huge pride in everything they do.

    The role:

    Customer Experience Lead

    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

    What you'll do:

    • 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 Stakeholders.

    What you'll bring to IAG Cargo:

    • 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.

    Your experience:

    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.

    What we offer:

    Wherever you work within IAG Cargo, you'll play a part in connecting people and countries and join a diverse and inclusive business that's making a difference to the future of aviation.

    Colleagues working for IAG Cargo:

    • Benefit from attractive and competitive rewards aligned to the local market and role.
    • From the day you join us, you'll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You'll also receive up to 30 discounted 'Hotline' airfares per year for yourself, friends, and family.
    • Work with diverse colleagues in a business that truly values inclusion and diversity.
    • Are valued for their ideas and opinions.
    • Benefit from opportunities for development and progression.
    • Are able to support communities across the world, and close to home.
    • Work in an environment in which safety and wellbeing are paramount.

    Equity, Diversity and Inclusion

    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.

    To apply for the position ofCustomer Experience Lead, please use the 'apply now' function.

    #J-18808-Ljbffr
  • British Airways

    Colleague Experience Information Lead

    4 weeks ago

    British Airways Heathrow, United Kingdom

    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 specia ...

  • Mondelēz International

    Digital Experience Lead

    3 weeks ago

    Mondelēz International Uxbridge, United Kingdom

    **Job Description**: · **Are You Ready to Make It Happen at Mondelēz International?** · **Join our Mission to Lead the Future of Snacking. Make It With Pride.** · At Mondelēz International, we empower people to snack right. · Think about it. All around the world, there's a univer ...

  • Zapp

    Customer Experience Lead

    3 weeks ago

    Zapp London, United Kingdom

    Zapp is building the future of convenience with a full stack approach to on-demand essential items, 24/7, delivered in minutes. Customer obsession is at the heart of everything we do, and from founders to riders we are relentlessly focused on delighting our customers. We are back ...

  • Ridge & Partners LLP

    Employee Experience Lead

    3 weeks ago

    Ridge & Partners LLP London, United Kingdom

    **Overview**: · **EMPLOYEE EXPERIENCE LEAD** · **About us** · As a multidiscipline property and construction consultancy, we help our clients to create better places for people to live, learn and work.At Ridge our people are the foundation of our success, and our greatest asset. ...

  • DEPT®

    Office Experience Lead

    2 weeks ago

    DEPT® London, United Kingdom

    **Office Experience Lead** · **WHO ARE WE?** · The bigger picture**: DEPT **is a pioneering technology and marketing services company that creates integrated end-to-end digital experiences for brands such as Google, TikTok, eBay, ASOS, Zoopla, Twitch, Patagonia and many, many mor ...

  • ISP Central

    Learning Experience Lead

    3 weeks ago

    ISP Central London, United Kingdom

    **Description** · **ISP Learning Experience Lead Role Profile** · **Purpose of Role** · Welcome to the International Schools Partnership (ISP), a formidable global consortium of over 70 vibrant schools and more than 10,000 dedicated colleagues from every corner of the globe. We h ...

  • Peloton

    Member Experience Lead

    3 weeks ago

    Peloton London, United Kingdom

    **ABOUT THE ROLE** · Peloton is seeking a Studio Member Experience Lead team member to join our team who is engaged and energized, responsible, positive, personable and able to adapt to change We're for someone who excels working in a fast paced environment, is organized, a self ...

  • Finalto Financial Services Ltd

    Employee Experience Lead

    3 weeks ago

    Finalto Financial Services Ltd London, United Kingdom

    As an Employee Experience Lead, your primary responsibility is to create a positive and engaging work environment for all employees across the group. You will play a crucial role in shaping and enhancing the overall employee experience across the group employee's lifecycle by imp ...

  • Inviqa

    Lead Experience Designer

    3 weeks ago

    Inviqa London, United Kingdom

    **Role**: Lead Experience Designer (German Speaking) · **Location**:The HKX Building 3 Pancras Square London N1C 4AG _(hybrid)_ · **Salary band**: £60,000 - £70,000 _(depending on experience)_ · **_Requirements: _**Rights to work in the UK and a portfolio, English and German-spea ...

  • Red 10

    Digital Experience Lead

    3 weeks ago

    Red 10 London, United Kingdom

    My client, a leading City based Asset Manager is looking for an experienced**Advisory Digital Experience Lead**to join their team. · This is an initial 1-year Fixed Term Contract and you will be working from my client's London office on a **hybrid** basis (1-2 times per week). · ...

  • Mastercard

    Lead, Experience Research

    3 weeks ago

    Mastercard London, United Kingdom

    **Our Purpose** · We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, fin ...

  • Superscript

    Customer Experience Lead

    2 weeks ago

    Superscript London, United Kingdom

    **About the role**: · We are building, we are growing and we are disrupting As a result, we have an incredible new opportunity for a Customer Experience Leader to join us on our exciting journey here at Superscript · This is a newly created position, where your responsibilities w ...

  • Zazu-Digital

    Experience Lead

    2 weeks ago

    Zazu-Digital United Kingdom

    Are you ready to make an impact in one of the UK's most dynamic and transformative public sector organisations? We are recruiting for the role of Experience Lead within the in-house digital product and services department of a groundbreaking public sector entity that's reshapin ...

  • Camden Council

    Experience Lead

    3 weeks ago

    Camden Council London, United Kingdom

    Starting Salary: £66,573 · Job Grade: Level 6, Zone 1 · Work Location: Hybrid - from home and up to three days per week at 5 Pancras Square, London N1C 4AG · Hours per week: 37 · Contract Type: Fixed term contract - 10 months (maternity cover) · Closing date: Thursday 06 June 20 ...

  • Nestle Operational Services Worldwide SA

    Customer Experience Lead

    2 weeks ago

    Nestle Operational Services Worldwide SA Dartford, United Kingdom

    **Position Snapshot · - Espresso Style** · Nespresso · Customer Experience Lead (Boutique Coffee Expert) · Bluewater Nespresso Boutique · Up to £30,500 + Potential Bonus + Excellent Benefits · This is a full-time permanent opportunity, but we are always open to discuss individual ...

  • Ocado Group

    Digital Experience Lead

    2 weeks ago

    Ocado Group Hatfield, United Kingdom

    **_Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age ...

  • Meta

    Experiences Pillar Pm Lead

    4 weeks ago

    Meta London, United Kingdom

    The Avatars and Identity org in Reality Labs is looking for a PM Lead to lead a team of Product Managers who create all the ways in which users create, edit and express themselves with Avatars across our Family of Apps and VR. This role is critical for the core connective tissue, ...

  • Zazu-Digital

    Experience Lead

    2 days ago

    Zazu-Digital london, United Kingdom

    Job DescriptionAre you ready to make an impact in one of the UK's most dynamic and transformative public sector organisations? We are recruiting for the role of Experience Lead within the in-house digital product and services department of a groundbreaking public sector entity th ...

  • HSBC

    Candidate Experience and Inclusion Lead

    2 weeks ago

    HSBC London, United Kingdom

    Some careers open more doors than others. · Are you looking for a career that will unlock new opportunities? Join HSBC and experience the possibilities Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportuni ...

  • Harnham

    Customer Experience Lead

    2 days ago

    Harnham West London, United Kingdom

    INFO · - SALARY: · - £ £60000 · LOCATION · West London · - JOB TYPE · - Permanent · **CUSTOMER EXPERIENCE LEAD** · **WEST LONDON (HYBRID)** · **£50,000-£60,000 + BONUS + BENEFITS** · **Overview** · Harnham is working exclusively with a well-known British Airline on a Lead Insight ...