Culture & Communications Manager

Job description / Role

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.

Requirements

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.

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world's leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad's codeshare partners, Etihad's network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world's leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.

About the Company

Etihad Airways is the National Airline of the United Arab Emirates. The airline was set up by a Royal Decree in July 2003, with Abu Dhabi, the capital of the UAE, as its hub. Etihad started commercial operations in November 2003.

With Etihad, everyone who flies with us is welcomed as our guest.

This simple credo illuminates everything we do, from big things like making sure that our fleet is one of the most advanced in the sky, to small touches like letting you choose the films you watch.

Were proud to be the National Airline of the United Arab Emirates. At the crossroads between Europe and Asia, our home reflects our commitment to bringing the world closer together - as does our highly cosmopolitan staff.