Assistant Manager Customer Experience

Employment Type: Permanent
Contract Duration:
About the team you are joining

The IATA Customer Service Center (CSC) interacts with 1,000+ customers every day in +16 different languages, to provide response to queries on 40+ IATA product families (Core and Commercial).

The Customer Experience (CX) team is responsible for the strategy of the IATA CSC, and that includes our Digital Operations, the IATA Customer Portal.

It is the prime point of contact / entry for any IATA customer at any point in time. Serving today over 110,000 unique identified users per month across different markets (+200), covering all IATA digitized customer processes and over 100 services.

What your day would be like

As part of the CX team, you will be assigned to assist the CX Manager in all activities related to ‘Process re-design’ (25%) ‘Building & Delivering’ (25%) and ‘Maintenance’ (50%).

More specifically, these activities are the following:
Design, development follow up and delivery of new IATA Customer Portal features in conjunction with the CX Manager;
Manage the enhancement requests from different groups across the organization (i.e., gathering of requirements to digitize processes; follow up with relevant business units; liaison up with ITS and vendors and testing);
Onboarding of products and services into the IATA Customer Portal (i.e., liaison with SF Team, testing, publication) - Applicable to new and existing products and services that require changes to the support model;
Follow up on day-to-day incidents such as: review of incidents, solution sign-off and testing;
In-house process automation for the IATA CSC (Robotics’ Process Automation in-house developer);
Day-to-Day maintenance of the Platform including: design and publication of banners/campaigns, publication and maintenance of FAQs in the IATA Customer Portal and maintenance of document libraries;
Creation of on-screen user guides;
Follow up and maintenance of specific services provided by outside vendors.

You will also support the CX Manager in other areas (i.e., gathering of business requirements; UX audits for NPDs or revamped Products & Services; design of user interfaces for services within the Customer Portal; and, testing of the solutions prior to Go Live).

We would love to hear from you if you have

3+ years of experience in areas such as User Experience (UX), design strategy, or visual design;
A willingness to broaden your skillset into adjacent specializations, while refining the mastery of your primary skillset;
High level of knowledge of digital design software tools such as Figma;
Expert knowledge on Salesforce Service Cloud & Salesforce Community;
Ability to independently manage requirements, design, development and delivery cycles;
Strong organizational skills and attention to detail;
Experience managing high workload and multiple projects with tight deadlines;
Ability to adapt and take initiative in an everchanging work environment;
Experience working for a global brand;
Creative optimism and proactivity, able to bring energy and enthusiasm to the workplace;
Fluency in English, with strong written and verbal communication skills;
Visual design expertise demonstrated through mock-ups and style guides.

Travel Required: N

**Diversity and Inclusion are one of our key priorities and we want to role model it. We are committed to building a team that represents a variety of backgrounds, perspectives and skills in which you can contribute at your best and be who you are. The more inclusive we are, the better we will be able to thrive to represent, lead and service the airline industry. If there is anything we can do to create a more comfortable interview experience for you, please let us know.**

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**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