Manager, Customer Experience

Job content

Employment Type: Permanent

Contract Duration

About the team you are joining

Reporting to the Head Customer Experience & Facilitation within the Operations, Safety & Security Division’s Infrastructure & Customer Experience and Facilitation team, the Manager Customer Experience is responsible for the delivery of the standards necessary for the One ID solution, the strategy for continued evolution of the One ID solution, and to assist in the management and maintenance of standards that impact on customer experience, specifically in respect of shared environments in airports.

The One ID solution seeks to introduce a contactless, and passenger-centric travel experience to achieve significant improvements to operational efficiency and overall security. A passenger, using digital identity technologies, can securely store, manage and personal information when required while protecting their privacy.

What Your Day Would Be Like

• Deliver the necessary standards and implementation guidance for One ID
• Ensure travel credentials and health proofs can be automated and interoperable within Contactless Travel implementations
• Drive adoption of contactless travel with airlines, airports and governments
• Promote IATA strategy and technology enhancements to enable airport processes using shared environments
• Manage the stakeholder relationships in the relevant working groups and taskforces under the Travel Standards Board, taking the role of secretariat where required
• Manage the delivery of the new One ID Standards in close collaboration with colleagues in Distribution
• Develop operational support material for One ID implementations
• Plan One ID roadmap in line with the One ID process evolution
  

We would love to hear from you if

• Bachelor’s Degree in Computer Science, IT, IS, or equivalent area of technical study (IT experience can substitute for a degree)
• Minimum 8 years of experience in aviation technical projects and/or technical operations preferably customer facing
• Knowledge and understanding of W3Cs Decentralized Identifiers and Verifiable Credential standards, including recommended data exchange protocols, digital signature mechanisms, and general interoperability considerations.
• Experience in development of technical standards and implementation guidance
• Experience in passenger facilitation and border regulations
• An understanding of the airline operations and systems would be an advantage
• Excellent oral and written communication skills in English
• Ability to discuss complex technical subjects with clarity and precision
  

Travel Required: Y - 25%

Diversity and Inclusion are one of our key priorities and we want to role model it. We are committed to building a team that represents a variety of backgrounds, perspectives and skills in which you can contribute at your best and be who you are. The more inclusive we are, the better we will be able to thrive to represent, lead and service the airline industry. If there is anything we can do to create a more comfortable interview experience for you, please let us know.

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!