Manager Customer Experience

Vor 2 Tagen

Genf, Schweiz International Air Transport Association Vollzeit

Employment Type: Permanent
Contract Duration:

At IATA, we speak for the airlines of the world, serving and supporting over 300 of them across all continents. We are passionate and knowledgeable about the aviation industry, and we strive to make it safer, smarter, more sustainable, and more inclusive. We celebrate diversity and inclusion in our workforce, and we respect and value the different backgrounds, perspectives, and skills of our employees. We also care about our employees’ wellbeing, and we provide flexible work arrangements, travel benefits, family-friendly policies, equal pay, and a day off on your birthday. We believe in giving back to the community and encourage our staff to participate in volunteering activities that support causes they care about. We encourage you to join our global community of aviation enthusiasts, and we will do our best to make you feel comfortable during the interview process. IATA is more than a trade association; it is a vision of a better future for air travel.

About the team you are joining

Reporting to the Senior Manager Customer Experience within the Operations, Safety & Security (OSS) Division, the position is responsible for the development, delivery, management, and maintenance of standards and tools that impact customer experience and enable innovation, specifically focusing on the airport experience.

The incumbent will develop and maintain the industry standards for transforming customer experience, including those with digital identity. This will require strong stakeholder management skills, interacting with various industry parties, such as airlines, airports, governments, and IATA Strategic Partners, as well as internal colleagues in different divisions and regions. The incumbent will develop advocacy strategy and activity plans for the standards' adoption and acceptance, and as part of the activities, he/she will represent member airlines through various events, IATA’s and external, requiring public speaking ability. The incumbent will also support commercial activities, e.g. in publication, training, and events.

What your day would be like:

  • Deliver necessary standards and implementation guidance for customer service delivery and fulfillment in close collaboration with cross-divisional colleagues.
  • Ensure implementations are supported with the necessary cost-benefit analysis and key performance criteria guidance.
  • Drive adoption of digital identity technology with airlines, airports, and governments.
  • Promote IATA strategy and technology enhancements to enable airport processes using shared environments.
  • Manage the stakeholder relationships in the relevant working groups and taskforces under the Travel Standards Board, taking the role of secretariat where required.
  • Maintain the existing legacy standards, such as Common Use, and manage necessary enhancements required for the transition to the world of offers and orders.
  • Drive innovation strategy for customer experience, with a particular focus on the airport experience.

We would love to hear from you if:

  • Bachelor's degree in a relevant area of study (significant experience can substitute for a Bachelor's degree).
  • Minimum 5 years of experience in aviation technical projects and/or technical operations focusing on passenger processes at the airport.
  • Knowledge of current systems in aviation, including DCS and Common Use.
  • Experience in the development of technical standards and implementation guidance.
  • An understanding of the industry aims in Modern Airline Retailing and a move to the world of offers and orders would be an advantage.
  • Excellent oral and written communication skills in English.
  • Ability to discuss complex technical subjects with clarity and precision.

Travel Required: 15%

Learn more about IATA’s role in the industry, our benefits, and the team at iata/careers/. We are looking forward to hearing from you

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