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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong project management and organizational skills to deliver customer-centric initiatives that enhance customer experience and drive business improvements. Capable of influencing stakeholders and collaborating across functions to implement strategic customer strategies and innovations.
Highest-signal resume keywords
Project Management CapabilityCustomer-Centric SolutionsStakeholder Management SkillsData Interpretation SkillsChange Management Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Strategy DevelopmentPerformance MonitoringData AnalysisProcess ImprovementCommercial Outcome Delivery
Soft Skills
Organizational SkillsTime ManagementPresentation SkillsTeam CollaborationAdaptability
Tools & Technologies
Microsoft PowerPointMicrosoft Excel
Industry Keywords
Air Transport IndustryCustomer ExperienceService CultureCommercial FunctionsCustomer Research
About the role
Key responsibilities & impact- Support the Customer team in delivering customer initiatives and plans aligned with IAG Cargo’s global customer vision
- Act as the key interlock between IAG Cargo functions to embed a new service culture
- Maintain an integrated customer strategy roadmap across business functions
- Implement planned and new activities to highlight customer value and improve customer experience
- Help colleagues understand the needs of tomorrow’s customers and support continuous change and innovation
- Set customer standards across the business, including Customer Support teams
- Monitor customer performance standards and take follow-up actions
- Support development of the end-to-end customer strategy across process, technology, innovation, people, and continuous improvement
- Support tactical and strategic projects delivering improved end-to-end customer experiences and commercial outcomes
- Manage and oversee customer-centric initiatives to improve customer experience and business metrics
- Business partner with Senior Management and the Cargo Executive Team to influence service-culture change
- Advocate customer-centric solutions across business functions and elevate customer communications
- Organise immersive sessions for the wider IAG Cargo team
- Collaborate with Commercial functions on product development, marketing, and sales initiatives
- Use customer research and insights to identify company-wide improvements and present recommendations to the Board and senior stakeholders
Requirements
What you’ll need- Confidence to influence across the organisation, particularly commercial and operations teams globally
- Strong project management capability and commitment to project delivery
- Excellent organisational and time management skills
- Ability to prioritise to ensure relevant targets are met
- Advanced and highly competent in Microsoft packages, predominantly PowerPoint and Excel
- High attention to detail, accuracy, and thorough and logical working
- Ability to articulate complex concepts into an understandable narrative for non-technical audiences
- Strong presentation and stakeholder management skills
- Ability to constructively challenge the status quo
- Authentic team player able to operate in a fast-paced environment, drive change, and adapt to evolving situations and business scenarios
- Experience delivering transformation and change in an operational environment
- Experience delivering a strategy from inception to delivery with tangible business improvements
- Ability to interpret data from a wide variety of sources to make sound judgments and recommendations
- Desirable: background in the air transport industry, passenger or cargo
- Desirable: experience using research and data to drive improvements within a company
Benefits
Comp & perks- Competitive salary
- Generous bonus
- Pension
- Life Assurance and Personal Accident Insurance
- Hybrid environment with 3 days a week in the office and two from home
- Staff discounts at hotels, car hire and staff travel flights
- Free fruit and a subsidised on-site canteen
- Onsite staff parking
- Electric charging points
- Free airport parking when off globe-trotting
- Up to 75% discount on the Heathrow Express with staff pass
- Market leading learning platform
- Language courses
- Free onsite gym facility
- Access to the UNMIND app
- Community of Mental Health First Aiders
- Discounts on Apple, cinema tickets and other products through Perks at Work
- Flexible bank holiday policy allowing eligible individuals to swap statutory public holidays for alternative days off