{"id":3627369,"url":"https://alion.io/job/iag-cargo-customer-experience-partner","title":"Customer Experience Partner","company":{"id":678922,"name":"IAG Cargo","domain":"iagcargo.com","url":"https://alion.io/company/iagcargo","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hounslow, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-02T20:00:45Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-03T17:46:31Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Looking for a challenge in one of the world’s largest airfreight logistics organisations?\nAt IAG Cargo we are in the business of moving things. From antibiotics to groundbreaking tech, gold bullion to avocados and everything in between. We move cargo that positively impacts society worldwide. Whatever people need, wherever they are. At IAG Cargo we open the skies and fly the world to bring people the things they really need.\nWe are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling). Powered by five airlines, our reach is truly global - but it’s the impact we make that defines us. At IAG Cargo, we believe in keeping the world’s economies turning, and do everything with determined attitudes, curious minds, collaborative actions and heartfelt pride. Join us at our globally recognised logistics business, that is Trusted to Deliver.\nThe role:\nThis role will support the Customer team to deliver a series of customer initiatives and plans that deliver an enhanced customer strategy in line with IAG Cargo’s global customer vision to be a logistics business that is keen to learn, quick to adapt and trusted to deliver and to put our people and our customers at the heart of what we do.\nThey will act as the key interlock between all IAG Cargo functions to embed a new service culture in the business, ensuring the business customer agenda drives mutual benefit for IAG Cargo and its customers.\nThe role holder will be responsible for effectively collaborating across all business functions ensuring an integrated customer strategy roadmap is always maintained. This is in addition to responsibility for the implementation of all planned & new activities required to highlight the overall value of the customer and drive an improved customer experience. The role is responsible for supporting all colleagues at IAG Cargo to understand the needs of tomorrow’s customers, articulating a clear and concise narrative that supports continuous change and innovation.\nWhat you’ll do:\nSet customer standards across the business, including the Customer Support teams.\n\nMonitor, review and take necessary follow-up actions to ensure customer performance standards are met.\n\nSupport the development of IAG Cargo’s customer strategy across the end to journey, covering all aspects of the business, including process, technology, innovation people and continuous improvement.\n\nSupport the delivery of tactical as well as a strategic projects to ensure that all customers receive the best end to end experience whilst delivering a commercial beneficial outcome.\n\nManage and oversee a series of customer centric initiatives aimed at driving the customer agenda and improving the experience and improving key business metrics\n\nBusiness Partner with the Senior Management / Cargo Executive Team to influence change in the service culture of IAG Cargo.\n\nEngage with all business functions to proactively advocate customer centric solutions to elevate all communication with the customer to an exceptional level. Organise immersive sessions for the wider IAG Cargo team.\n\nCollaborate with Commercial functions to ensure that product development, marketing & sales initiatives can be delivered in line with customer expectations and forward planning.\n\nUse Customer Research & Insights to identify company-wide improvements and present these to the Board/Senior Stakeholders.\n\nIt’s all about you….\nTo apply, candidates must have the following skills and experience:\nSkills:\nConfidence to influence across the organisation and particularly the commercial and operations teams globally.\n\nStrong project management capability including a commitment to project delivery\n\nExcellent organisational and time management skills, with the ability to prioritise to ensure relevant targets are met.\n\nAdvanced level and highly competent in all Microsoft packages, predominantly in PowerPoint and Excel.\n\nHigh attention to detail ensuring accuracy and thorough and logical.\n\nAble to articulate complex concepts into an understandable narrative for non-technical audiences.\n\nStrong presentation and stakeholder management skills.\n\nAbility to constructively challenge the status quo.\n\nAn authentic team player who is able to operate in a fast-paced environment, drive change and adapt to evolving situations & business scenarios\n\nExperience:\nExperience delivering transformation and change in an operational environment\n\nDelivery of a strategy from inception to delivery with tangible improvements to the business\n\nAble to interpret data from a wide variety of sources to make sound judgments and recommendations.\n\nDesirable Experience\nBackground in the air transport industry, passenger or cargo.\n\nExperience using research and data to drive improvements within a company.\n\nWe’ll treat you right\nWherever you work within IAG Cargo, you’ll play a part in helping us deliver what the world needs and join a diverse and inclusive business that’s making a difference.\nAs well as a competitive salary, generous bonus and pension, we offer a range of benefits to support our colleagues, which include:\nLife Assurance and Personal Accident Insurance\n\nA hybrid environment with 3 days a week in the office and two from home 3\n\nFor the budding traveller we offer incredible staff discounts at hotels, car hire and our staff travel flights are legendary\n\nFree fruit and a subsidised on-site canteen\n\nOnsite staff parking, electric charging points and free airport parking when you are off globe-trotting\n\nUp to 75% discount on the Heathrow Express with your staff pass\n\nAll our colleagues get access to a market leading learning platform and language courses\n\nFor health and wellbeing, we offer a free onsite gym facility as well as access to the UNMIND app and a community of Mental Health First Aiders\n\nAccess to discounts on Apple, Cinema tickets and loads of other goodies through Perks at Work\n\nFlexible bank holiday policy- Individuals not on shift have the flexibility to swap the statutory public holidays, with the days you choose to take off instead.\n\nEquality and Diversity\nOur recruitment procedures positively support our equity, diversity, and inclusion agenda.\nAll candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.\nPlease advise us if you require any reasonable adjustments to take part in the recruitment process so we’re able to remove any barriers that may present themselves.","description_format":"text","description_chars":6565,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Freight Forwarding","Air 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