Employment Type: Permanent
Contract Duration:
Why you will love working here
At IATA, we represent over 350 airlines worldwide, striving to make
aviation safer, smarter, more sustainable, and inclusive.
• Our Values are not just words on a page - they are the energy behind everything we do: ONE IATA - We collaborate across teams, TRUSTED - We do the right thing, INNOVATIVE - We make tomorrow better, INCLUSIVE - We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous 'work from abroad' policy, and you get your birthday off!
About the team you are joining
The
IATA Customer Experience - Digital team manages
IATA Customer Portal, the prime point of contact / entry for any IATA customer
at any point in time; as well as any other digital customer service touchpoint
(i.e., chatbot; FAQs; etc.).
Reporting to the
Head, Customer Experience within the Marketing & Customer Experience team,
the Manager Customer Experience – Digital, is a key role in managing IATA’s customer
digital services. You will focus on designing and implementing the digital service
strategy across IATA’s digital customer touchpoints (i.e., IATA Customer
Portal, chatbot, etc.), identifying ways to reduce friction in the digital end-to-end
journey, to deliver a customer-centred experience.
What your day would be like
As
Manager Customer Experience – Digital, you will focus on the following areas:
▪Develop and implement a global strategic plan to evolve IATA’s digital customer touchpoints, translating IATA’s Marketing & Commercial Performance strategic direction into digital priorities, objectives, and a clear evaluation framework;
▪Champion the needs of the customer in the design of the IATA Customer Portal and its integration with other systems;
▪Engage with key stakeholders to work on projects and initiatives to ensure a customer-centric approach is followed;
▪Define and measure digital metrics, identifying opportunities to act quickly and continuously improve customer satisfaction across digital customer touchpoints;
▪Establish best practices, strategy, and innovation for IATA digital customer touchpoints;
▪Collaborate with key stakeholders at IATA (i.e., I&D (Information & Data), Participation Platforms, e-Commerce, Lines of Business, Corporate Communications, etc.) and vendors continuously streamline and improve the end-to-end customer experience across IATA digital / automated customer touchpoints (i.e., IATA Customer Portal, chatbot, SF (Salesforce) communities, etc.);
▪Manage the Customer Experience – Digital team;
▪Lead the governance of all systems that require access through the IATA Customer Portal.
We would love to hear from you if you have
Over 5 years of digital / UX-UI experience in a high-volume, global, and complex operational environment;
Strong project management and analytical skills;
Experience in managing customer-facing systems or services;
Deep understanding of Salesforce and Figma;
Experience with chatbots and AI service channels and/or tools;
Proven ability to manage multiple competing priorities simultaneously with minimal supervision, with experience in continuous improvement processes;
Ability to lead and manage people with a strong sense of ownership and drive;
Exhibit effective communication skills, and if you are comfortable in a multicultural environment, able to prioritize and negotiate priorities with stakeholders;
Passion to continually learn and innovate;
Fluency in English (written and spoken); additional languages are a plus.
Travel Required: N
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!
