Employment Type: Permanent

Employment Type: Permanent

Contract Duration:

At IATA, we speak for the airlines of the world, serving and supporting over 300 of them across all continents. We are passionate and knowledgeable about the aviation industry, and we strive to make it safer, smarter, more sustainable and more inclusive. We celebrate diversity and inclusion in our workforce, and we respect and value the different backgrounds, perspectives and skills of our employees. We also care about our employees’ wellbeing, and we provide flexible work arrangements, travel benefits, family-friendly policies, equal pay and a day off on your birthday. We believe in giving back to the community and encourage our staff to participate in volunteering activities that support causes they care about. We encourage you to join our global community of aviation enthusiasts, and we will do our best to make you feel comfortable during the interview process. IATA is more than a trade association; it is a vision of a better future for air travel.

Reporting to the Head of Customer Experience and Facilitation, the Senior

Manager Customer Experience will lead

the development, management, adoption, and maintenance of standards and

guidance material related to customer experience, airlines, and airports. This

role will contribute to the delivery of the industry transformation strategy,

with accountability in the development of critical concepts related to customer

service delivery and with particular focus on operational

processes and touchpoints, modern

airline retailing, the delivery of orders and digital identity.

This position is expected to collaboratively work with the travel standards board and passenger standards conference in the development of appropriate standards and recommended practices that are focused on ‘above the wing’ operations including wayfinding, passenger processing, common use, adoption of digital identity, Aviation Information Data Exchange and addressing accessibility challenges and issues. Furthermore, collaboration with Security, Ground Operations, Commercial, Training, External Affairs, and Regional Teams will be required.

Travel Required: 10%

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!