Manager Culture & Communications

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 Etihad's 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 Etihad's 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 Etihad's 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 Etihad's 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).
• Bachelor's degree in humanities, marketing, arts or related discipline.