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 Head of Customer Experience and Facilitation, the Senior
Manager Customer Experience will lead
the development, management, adoption, and maintenance of standards and
guidance material related to customer experience, airlines, and airports. This
role will contribute to the delivery of the industry transformation strategy,
with accountability in the development of critical concepts related to customer
service delivery and with particular focus on operational
processes and touchpoints, modern
airline retailing, the delivery of orders and digital identity.
This position is expected to
collaboratively work with the travel standards board and passenger standards
conference in the development of appropriate standards and recommended
practices that are focused on ‘above the wing’ operations including wayfinding,
passenger processing, common use, adoption of digital identity, Aviation
Information Data Exchange and addressing accessibility challenges and
issues. Furthermore, collaboration with Security,
Ground Operations, Commercial, Training, External Affairs, and Regional Teams
will be required.
What your day would be like
- Drive adoption of digital identity and contactless travel with airlines, airports, and governments.
- Promote industry strategy and technology enhancements to enable airport processes using shared environments, always representing the interests of the airlines.
- Manage the stakeholder relationships in the relevant working groups and taskforces under the Travel Standards Board, taking the role of secretariat where required.
- Develop operational support material for implementations.
- Ensure program implementations are supported with the necessary cost-benefit analysis and key performance criteria guidance.
- Participate in innovation strategy for customer experience and airport infrastructure development in coordination with other IATA divisions and regions.
- Work with commercial teams on the development of potential products and consulting opportunities to support IATA’s commercial success.
- Support IATA’s commercial activities such as training, consulting, strategic partnership programs, events, etc.
We would love to hear from you if
- Relevant experience and knowledge in airline operations, airport operations, passenger services.
- Strong stakeholder management skills with an ability to drive partnership and knowledge exchange with other IATA divisions and regions as well as airline members and other external partners is essential.
- Innovative and having the capacity to think out of the box, lead and stimulate continuous process improvement.
- Ability to manage and quickly adapt in a fast-changing environment and to build collaborative relationships with multiple and diverse stakeholders.
- Highly motivated with the ability to work independently and in a self-directed capacity.
- Excellent communication skills (verbal and written English) with the ability to communicate and convey complex ideas to any given audience.
- Comfortable with public speaking and presenting.
Travel Required: 10%
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!
