• Accountable for a portfolio of specific customer journeys to identify customer needs and improvement opportunities, balancing near term iterative improvements with longer term visionary innovation.
• Ensuring that customer journeys are seamless across both the physical and digital experience.
• Define and maintain all documentation related to product and service specification / delivery standards, partnering with CX product managers and operational management teams to promote awareness and adherence to same.
• Lead communication, engagement activities and campaigns (including CX training content) to promote awareness of Aer Lingus’ CX strategy and priorities across the organisation, with a particular emphasis on customer-facing / servicing teams.
• Owner of the CX quality audit program. This involves overseeing and measuring product and service delivery KPIs on an ongoing basis across the Aer Lingus network, providing timely feedback and actionable data / insights to operational management.
• Bring an additional level of detail to Voice of Customer insights through the quality audit program so that objective (KPI observation-driven) data complements the subjective (satisfaction-driven) data to link these insights into continuous improvement work streams coordinated through our CX governance structures.
• Produce executive reports and presentations on a regular basis, outlining CX delivery performance, drawing insights from Voice of Customer to inform action plans and prioritisation.
• Communicate with the wider business the CX transformation vision and seek alignment with local area plans as appropriate, managing the execution of key projects related to the next step change in both the airport and inflight experience (e.g. frictionless airport journey through biometrics & digital-enabled inflight service).
• Liaise with IAG Strategy, Joint Business Management and other IAG operating companies to support key corporate work streams.
• Monitor industry trends, competitor benchmarking and changes in our competitor landscape. Produce monthly executive reports and facilitate internal conversations regarding the appropriateness for our business / operating model.

To be considered for the role of Customer Experience & Quality Manager, candidates must meet the following criteria:

• 5+ years of related management experience
• BA/BS degree in an appropriate discipline
• Customer experience expert with evidence of strategic roles within an airline or similar industry, with an ability to understand customer (as well as operational and commercial) needs across multiple touch points
• Experience of working within a complex organisation, influencing at all levels with a proven track record of achieving results
• Customer and service champion, with a passion for exceptional customer experience
• In-depth knowledge of airline service operations, across various customer journey stages, and Skytrax 4-star airline rating criteria
• Outstanding communication, interpersonal and engagement skills, inspiring a service vision among senior leaders and front-line staff alike
• Strong leadership qualities with a proven ability to drive standards as well as innovation and change
• Tenacity and determination to create a 4-star service culture, appreciating the challenges and identifying innovative ways to overcome obstacles
• Action orientated and an ability to drive pace whilst challenging appropriately.
• Self-motivated effective management of a fast-paced and varied workload, delivering high-quality results
• Analytical and inquisitive, with strong problem-solving skills
• Strong understanding of the drivers of business growth and how to align these, particularly in the context of Aer Lingus’ value carrier model and CX strategy, with the ability to develop CX initiatives that support the model
• Sound business acumen with the ability to act commercially, with experience of managing budgets, building solid business plans and ROI models
• Demonstrated ability to produce high quality reports and delivering presentations suitable for Executive-level audiences
• Proficient in Microsoft Office (primarily Outlook, Word, Excel, PowerPoint).
• Fluent in English, both written and spoken
• Eligible to live and work in the EU
• Hold a current unrestricted worldwide passport
• Provide 3 verifiable references
• Able to pass a strict airport security vetting procedure which includes a 5 year background check* (or be in possession of a current airside pass for the airport this position is based in)

Closing Date: Thursday 30th of June 2022