Customer Service Business Improvement Manager

About the role

As part of Airbus' Aviation Safety and Process Excellence team, the Customer Service Business Improvement Manager will drive process optimisation across Customer Services, ensuring audit readiness and performance visibility. The role works with central and local process teams, stakeholders from multiple functions and cultures, and leverages data analytics and emerging technologies.

Key responsibilities

• Collaborate with central and local Process Teams on end‑to‑end product line analysis, operational process surveillance and cross‑domain interfaces.
• Define and deploy audit governance, preparing internal and external audits together with the Quality department.
• Coordinate corporate audits for Customer Services in partnership with the central Audit Team.
• Analyse data to build workflow control boards and performance dashboards using Python, Pyspark, SQL, SLATE, Apsheets and Google Looker Studio.
• Contribute to the SU‑Domain core team to simplify processes, improve architecture and increase end‑to‑end flow efficiency.
• Explore and apply GenAI solutions to enhance Business Management Systems and daily ways of working.

Required profile

• Proven experience in Lean Management and problem‑solving methodologies (Kaizen, 5S, PPS).
• Demonstrated ability to lead complex, cross‑functional initiatives from conception to delivery.
• Strong stakeholder management and communication skills, able to articulate the “why” behind change.
• Analytical mindset with a track record of identifying issues and delivering creative solutions.
• Minimum 2 years of experience with Skywise technologies (preferred).

Required skills

• Python
• Pyspark
• SQL
• SLATE
• Apsheets
• Google Looker Studio
• Skywise platform
• Familiarity with GenAI technologies

What we offer

• Opportunity to work in a multicultural, transnational environment at Airbus.
• Exposure to high‑impact projects that shape the future of aviation customer services.
• Access to cutting‑edge tools and technologies, including GenAI and advanced analytics platforms.
• Collaborative culture focused on continuous improvement and professional growth.