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Customer Satisfaction Improvement and Program Manager
Location:
Herndon, VA
Description:
Airbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. We aim for a better-connected, safer and more prosperous world. A commercial aircraft manufacturer, with Space and Defence as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader . Airbus has built on its strong European heritage to become truly international - with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas, and has achieved a more than sixfold order book increase since 2000. Position Summary Customer satisfaction is a major driver and key metric with the Customer Services organization. The Customer Satisfaction Improvement Program (CSIP) is the formal process to collect the customers perception, understand the feedback and launch, and monitor the improvement plans. This role is based within the Airbus North America Customer Support organization and you will be part of a dynamic team focused on driving "Voice of the Customer" improvements within the organization. Accountabilities The Customer Satisfaction Improvement and Program Manager works cross functionally in the team of Customer Support and is responsible to lead and manage the overall Customer Satisfaction Improvement Program (CSIP) process for the Operator survey In addition to being the CSIP focal for Airbus North America, the Customer Satisfaction Improvement and Program Manager will work with counterparts at Airbus SAS (Toulouse) to align on "Voice of the Customer" processes, methodologies and strategy to drive customer satisfaction improvement. Dimensions Working across Customer Services Worldwide with multiple stakeholders from Business Lines, Customer Facing teams as well as interacting at all levels of the Customer Service Organization, from CSIP focal points to the Senior Leadership Team including Heads of Region. Responsible for the CSIP lifecycle which includes close coordination with all involved BU's to ensure the success of the survey, results analysis, action plan development and most importantly driving and delivering results to improve the overall Customer Satisfaction and Confidence in Airbus its products and services. Ensuring that all BU's with Customer Services organization continually advocate a customer and change mindset. Primary Responsibilities Preparation In this phase, the Customer Satisfaction Improvement and Program Manager works with the involved Business Lines and Regional Focal points. The main scope of his/her activities are: Planning | To define the CSIP plan & proposed targets for the respective year & ensuring all stakeholders commit to the cycle's milestones and target dates Improving | To continuously identify and implement improvements to the survey and how the results are shared/represented Ensuring readiness | To provide material and support to the BLs and Regions so that they are ready for the survey execution and analysis as well as makes sure that the survey is technically ready to be launched taking into consideration their needs Execution This is the phase when the survey is live and customers are answering it. During this phase, the Customer Satisfaction Improvement and Program Manager is responsible: To ensures that the survey works properly for the participants as well as ensures the dashboard work accurately for all stakeholders To provide operational support to the Business Lines and Regions for example: Troubleshooting and solves operational issues of the survey and the linked dashboards To ensure that the Business Lines & Regions are prepared for the analysis phase by providing guidance and support. Analysis In the analysis phase, the teams digest and analyze the complete results and it is the Customer Satisfaction Improvement and Program Manager is responsible to: Ensure that the analysis is performed by all Business Lines and S regions Identify & share key messages and deliverables from the survey results Supports the teams in their CSIP workshops Report the results to the Customer Services senior management Feedback In the last phase of the cycle, the Customer Satisfaction Improvement and Program Manager is responsible: For consolidating & making available the CSIP results to Customer and stakeholder via the agreed means / platform To support the Business Lines so that they deliver their content for the platform on time and on quality To ensure that actions are properly identified and managed within an action plan management platform To perform a Return on Experience session with the stakeholders of the CSIP cycle. Outputs The CSIP surveys Communication pack for the business lines Dashboards in Qualtrics CSIP website inputs Action management in Salesforce CSIP internal Google Site Boost Customer Satisfaction: Working in conjunction with the central Customer Experience team, define and drive initiatives to improve Customer Satisfaction and Loyalty by using appropriate Customer Experience methodologies. Build relationship with customer satisfaction focals in Toulouse and other Regions. Establish customer excellence governance model Report on strategies and opportunities to boost satisfaction. Qualified Experience / Skills / Training 4+years' experience in the aviation industry, preferably in customer support Experience with dealing & interfacing with Customers Project Management skills Data Analytics skills Preferably Experience and knowledge of Qualtrics Experience Management platform and Salesforce. Preferably having prior Customer experience Excellent communication & influencing skill Demonstrated effective customer service skills and problem solving abilities Demonstrated leadership ability and interpersonal skills Ability to multi-task and handle numerous assignments simultaneously Ability to work in a team environment while being a dynamic, innovative and creative individual contributor Proficiency in Microsoft Office, GSuite applications Must be fluent in English, both written and verbal Education / Special Qualifications BS or BA degree from an accredited four year college or university; or equivalent combination of education and experience Licensure/Certifications None As a leader in our field, Airbus in America provides relocation assistance for qualified positions and a comprehensive compensation and benefits package. Airbus in America provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus in America complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Airbus in America expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. Improper interference with the ability of Airbus' employees to perform their job duties may result in discipline up to and including discharge. As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered. Airbus does not offer tenured or guaranteed employment. Either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice. Job Posted by ApplicantPro
Company:
Airbus Americas
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: Customer Satisfaction Improvement and Program Manager
Customer Satisfaction Improvement and Program Manager is a Executive Program Manager Job at Airbus Americas located in Herndon VA. Find other listings like Customer Satisfaction Improvement and Program Manager by searching Oodle for Executive Program Manager Jobs.
Customer Satisfaction Improvement and Program Manager is a Executive Program Manager Job at Airbus Americas located in Herndon VA. Find other listings like Customer Satisfaction Improvement and Program Manager by searching Oodle for Executive Program Manager Jobs.