New Posting - IATA

Manager, Passenger Experience

IATA

-

Montréal, QC

Permanent

Reporting to the Director, Passenger Experience & Facilitation, the incumbent will be responsible to lead the development and adoption of guidance material, recommended practices and industry standards related to the end-to-end travel experience of passengers. This includes leading the conceptualization, development, project management, implementation and operationalization of the concepts working alongside industry stakeholders such as airlines, airports, governments and IATA strategic partners.

Responsibilities

Drive the promotion of the end-to-end passenger journey vision with a range of options and choices which provides benefits to the airlines and their passengers. This includes:

• Develop standards and methodologies accepted by IATA members & industry stakeholders to support adoption and implementation of those standards;
• Manage the life cycle of the concepts including the maintenance and update of standards, recommended practices, guidance material and resolutions
• Lead the exploration and conceptualization of industry initiatives and their subsequent development into projects, as such:
  • Act as a subject matter expert to support and develop various business use cases.
  • Develop necessary documents and tools to support the project development including sound business case for all activities to ensure industry achieves returns on investment;
  • Develop the project concept and project implementation strategy and roadmap;
  • Define key indicators and scorecards to monitor implementation progression;
  • Act as secretary of industry advisory / working groups to help develop and gain buy-in to the concept and strategy
  • Work effectively with the IATA regions to ensure project implementation and monitoring (workshops, case studies, campaigns, training, webinars etc.);
  • Support the ideation, feasibility, development and delivery of IATA commercial products and services such as consultancy, publications, and training as well as contribute to the recruitment and relationship management of strategic partners as they relate to the end to end passenger experience.

Represent IATA at industry events and promote end to end passenger journey concepts.

Qualifications and Skills

• University degree;
• Strong background in airline business, with a minimum of 5 to 10 years in developing, documenting and managing end-to-end passenger experience processes and procedures;
• Sound experience in developing and managing complex projects involving several intra-related and intra-dependent work-streams;
• Proven ability to develop industry business cases;
• Must be an excellent communicator, with natural ability to speak in front of an audience, manage group discussions and with very strong writing capabilities. Knowledge of recent communication technologies and channels is essential;
• Flair for new technology innovation and concepts; knowledge of digitization is a strong asset;
• Practical hands on experience with data and/or business modeling is highly favorable;
• Proven ability to develop and nurture strong relationships with internal colleagues and industry stakeholders and to work effectively with team members across the globe, to travel and work with tight deadlines;
• Innovative lateral thinker, comfortable working in a challenging, fast moving environment;
• Strong organizational and analytical skills;
• Proven ability to develop industry business cases;
• Candidate must possess and exhibit the following core IATA values: Be people and team oriented, focused on results, embrace innovation and change, and demonstrate leadership and personal integrity.

At the heart of IATA are our Values and Behaviors. We all have different personalities, styles and areas of expertise, but you’ll recognize us by the consistent way we act and behave in line with our Values and Behaviors. We are looking for people who bring them to life in everything they do – they are:

• Act with integrity and uphold our standards
• Think strategically in support of the global big picture
• Partner and manage to create high performing teams
• Putting people first by acting with a simple human touch

Here at IATA we are proud of being a Diverse & Inclusive Organization – we have people from all over the world working in our offices, and we extend this to our recruiting practices. We are a meritocratic organization and an equal opportunity employer.

For further information, or to apply, please click here