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Training Manager - Customer Experience

Training Manager - Customer Experience

  • easyJet - 55 jobs
  • https://www.jobsinaviation.com/Images/Default/recruiters/Thumbnail/c8af808d-5d02-4385-abe7-72a5b3b45582131202433215856711.png

Greater London, England

Description:


easyJet is Europe's leading airline offering a unique and winning combination of the best route network connecting Europe's primary airports, with great value fares and friendly service.

easyJet flies on more of Europe's most popular routes than any other airline and carried more than 96 million passengers in 2019 - more than 16 million travelling for business. The airline has over 300 aircraft on nearly 1000 routes to more than 150 airports across 35 countries. Over 300 million Europeans live within one hour's drive of an easyJet airport.

JOB PURPOSE
  • To design and deliver industry leading customer experience training programmes, that train and empower our crew to supports easyJet's purpose.


JOB ACCOUNTABILITIES
  • Manage all customer experience training programmes - to achieve our organisational goals
    • Deliver quarterly business learning for Cabin Crew
    • Integrate effective training content within all pilot and cabin crew training programmes to raise awareness and positively change behaviour to support our purpose -
      • Customer experience - understanding what drives our customer satisfaction and what we can do in our specific roles to achieve it.
      • Sustainability - understanding why our transition to more sustainable travel is important and what we can do in our specific roles to achieve it.
      • Commercial awareness - understanding how our business operates and what we can do in our specific roles to positively contribute to its continued success, including raising awareness of our commercial offering and systems (product and service knowledge).
  • Manage a team of courseware development instructors -
    • Manage a team of customer courseware development instructors to build relevant training programmes
  • Instructional Design - a methodical approach to maximise training effectiveness
    • Analysis - to ensure the training programme is relevant to our organisational needs
      • Liaise with relevant stakeholders to identify training needs
      • Analyse inner and outer loop sources for training needs
      • Define all required training and checking elements IAW OM-DF/C and regulations.
    • Design - to strengthen crew competencies in training that transfer to operational performance improvements on the line
      • Select the most relevant elements of training programmes to achieve the objective of the training need
      • Design training that complies with all regulatory requirements
      • Define method to collect and maintain records of training in accordance with regulatory requirements
    • Development - converting the output from the design phase into the final product
      • Produce final instructional assets
      • Liaise with other SMEs to produce relevant final instructional assets
    • Implementation - to ensure that the rollout of the training programme is successful for all stakeholders
      • Provide NP-CTs with draft final content for approval and demonstrate regulatory compliance
      • Provide support for instructors
      • Provide a communication plan for the rollout of the programme
      • Distribute training materials
    • Evaluation - to continually improve the training system
      • Review feedback from trainees and trainers to improve training effectiveness
      • Review feedback from other stakeholders to evaluate if meeting organisational needs
      • Review training effectiveness using department framework
  • Actively participate in the Training Management Team
    • Propose drafts changes for OM - DF/C as required .
    • Ensure Training Materials are regularly reviewed and updated
    • Actively participate in working groups / projects and other tasks as requested by the Chief Training Captain.
    • Attend monthly Training Management Meeting (TMM).
    • Participate in an on-call Duty Training Manager shift system.
Pay
N/A
Hours
Full time
Type
Permanent
Rating
N/A
Licence
N/A

Posted 29 Jul 2022

Closes 28 Aug 2022

Ref: 12799

This job was posted to: Flight training

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