Manager Customer Insights and Engagement

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 role of the Quality Management team is to ensure that IATA products and services delivered are consistent, appropriate, and standardized.
You will drive the customer experience program relating to IATA audit and certification programs within scope of the Quality Management function.

What your day would be like

You will report to the Head Quality Management, and you will be responsible for the delivery of the Customer Satisfaction program. This role involves delivering strategies to enhance the customer experience and driving continuous improvement across a suite of IATA audit and certification programs including:
-Delivering customer experience program aligned with the quality management goals and objectives.
-Auditor Feedback Program: Manage auditor communication program to ensure that auditors are aware of customer feedback and adapt accordingly.
-Feedback discovery: Support evolution of the contact program to ensure that customer feedback received is responded to and promulgated back to audit/certification teams.
-Process Improvement: Identify and implement process improvements to enhance efficiency and effectiveness in customer service operations.
-Work closely in collaboration with IATA departments to ensure a seamless and consistent customer experience across all touchpoints.
-Prepare customer experience information for key meetings, including Quality and Management reviews and stakeholder engagement sessions.
-Participate in internal oversight activities and coordinate oversight program outcomes with the Audit program and Safety management

We would love to hear from you if

-You have at least 5 years’ experience working within the airline industry
-You have previous experience as an auditor (desirable)
-You are familiar with IATA audit and certification programs
-You can effectively collaborate with people in a multi-cultural environment
-You have a strong sense of emotional intelligence and can handle sensitive discussion topics
-Experience of project management (desirable)
-You can demonstrate excellent communication skills: interpersonal, written and verbal.

Travel Required: 10%