Your role

Applications are currently being invited for the role of Consumer Policy Analyst. Reporting to the Customer Business Manager, this role is responsible for writing new and modifying existing customer policies that reflect our brand, values and obligations under regulation. The role will also ensure that updated and new policies are socialised across operational functions to ensure adoption. The successful candidate will lead customer policy creation, organisation and facilitate creation and management of a policy repository.

This role will enable the Customer team to create, maintain and manage policies efficiently and support the creation and enhancement of robust processes within functional areas to deliver consistent customer experiences.

This is a specialist role that will be required to work cross functionally by leading policy design working groups with peers from other business areas including Customer Experience, Aer Lingus Contact Centres, Digital, the Operations Control Centre, In Flight Services, Network Airports and Dublin Station. They will be the primary author for all policies within the scope of the Customer Policy Team.

Your Responsibilities As Consumer Policy Analyst Will Include

• Prepare and author innovative Customer Policies in line with our brand identity and values, regulator obligations and organisational direction.
• Manage and coordinate the creation of a ‘Customer Policy Hub’.
• Develop new, and enhance existing, Customer Policies as required by the business.
• Collaborate closely with other teams across Aer Lingus, to ensure the policies are fit for purpose, meet our brand objectives and comply with all applicable regulation.
• Chair a customer policy forum, to enable internal stakeholders to raise concerns of business areas and communicate policy changes.
• Control all policy documents in scope of the ‘Customer Policy Hub’ and maintain change logs and version control.
• Apply Customer Policy and provide customer policy advice to the wider organisation. Support business areas in development of local processes following policy changes.
• Conduct suitability audits on existing policies.
  
  

Your Qualifications And Key Criteria

We are looking for an individual with experience / qualifications in the following areas:

• 3rd level qualification in Business / Economics / Law.
• Strong commercial awareness and focus with a clear understanding of organisational commercial and customer proposition.
• Proven experience in developing or modifying policies within a commercial, operational, or regulatory environment to a high level of accuracy and attention to detail.
• Ability to adapt quickly to changing priorities, systems, and technology.
• Ability to be an agent for change in the organisation.
• Experience of working in cross functional groups with colleagues from a range of seniority levels across the business.
• Proven experience in analysing and interpreting data and producing outputs with a high level of accuracy and attention to detail.
• Experience of working with delivery teams, providing direction and support to ensure successful delivery of business outcomes.
• In-depth understanding of the customer journey through an airline.
• Motivated self-starter with strong organisational and project management skills, a problem solver.
• A convincing and influential communicator.
• Bright, quick thinking and self-confident with the ability to build and maintain positive working.
• Fluent in English, both written and spoken.
• Eligible to live and work in the EU.
• Hold a current unrestricted worldwide passport.
• Provide two verifiable references.
• Able to pass a strict airport security vetting procedure which includes a 5-year background check* or be in possession of a current airside pass for the airport this position is based in Dublin.
  
  

Closing Date: Monday 6th of November 2023

Desirable criteria

• Airline, transportation, tourism, or hospitality experience
  
  

Division / Department

Commercial - Global Sales & Guest Services