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Synopsis
As the Customer Experience Culture & Communications Manager at Etihad Airways, you will play a pivotal role in fostering a customer-centric culture throughout the organization. Your primary objective will be to enhance the understanding of Net Promoter Score (NPS) and ensure alignment with Etihads values across all touchpoints, ultimately driving exceptional guest experiences.
Accountabilities
- Internal Communications: Collaborate closely with internal stakeholders to ensure comprehensive understanding of NPS within Etihad. Facilitate accurate communication of targets, progress, and success stories among employees.
- Training: Develop and integrate Etihads core values into frontline training programs, utilizing customer data to highlight expectations and NPS drivers. Encourage empathy by promoting a guest-centric mindset among frontliners.
- Awards & Recognition: Partner with Business Units to establish recognition programs linked to NPS, leveraging feedback to showcase outstanding customer experiences. Actively engage guests to validate stories and encourage ongoing sharing.
- Policy Review and Change: Identify and address organizational policies that may impede optimal guest experiences. Utilize data and proof-of-concepts to drive necessary changes, exploring innovative approaches through incubator initiatives.
- CX Trends and Benchmarking: Stay abreast of industry trends and benchmark Etihads CX performance against competitors. Serve as a liaison for benchmarking reports, translating insights into actionable strategies for continuous improvement.
- Internal Communications Calendar: Manage an internal communications calendar focusing on NPS insights and success stories, delivering bite-sized modules to facilitate understanding across all levels of the organization.
- Feel-Good Friday Communications: Develop and circulate communications highlighting the impact of employee contributions on guest experiences, fostering a positive work environment.
- Digital Training Program: Create a comprehensive digital training program to educate staff on the importance of NPS, its calculation, and its impact on guest experience, aligning with Etihads core values.
- Customer Recognition Plan: Establish a plan to acknowledge and act upon guest recognitions of staff, driving future recommendations and reinforcing the value of guest feedback.
- Policy Empowerment: Collaborate with Business Units to design flexible policies that empower frontliners to exceed customer expectations within defined parameters, minimizing business risk.
Education & Experience
- 5 years’ experience running change management programs in large scale organisations.
- Corporate internal communications and project management experience.
- Excellent relationship building skills with no qualms about speaking directly to happy customers.
- CX training development and delivery experience a plus.
- Copywriting experience & videography (advantage).
- Bachelors degree in humanities, marketing, arts or related discipline.
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.
To learn more, visit etihad.com
