Customer Services Improvement Leader (m/f) in Toulouse, Midi-Pyrénées, France

Airbus Direct Employer



Airbus DS Geo SA

Airbus is a global leader in aeronautics, space and related services. In 2018 it generated revenues of € 64 billion and employed a workforce of around 134,000. Airbus offers the most comprehensive range of passenger airliners. Airbus is also a European leader providing tanker, combat, transport and mission aircraft, as well as one of the world's leading space companies. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions worldwide.

Our people work with passion and determination to make the world a more connected, safer and smarter place. Taking pride in our work, we draw on each other's expertise and experience to achieve excellence. Our diversity and teamwork culture propel us to accomplish the extraordinary - on the ground, in the sky and in space.

Job Description

A vacancy for a Customer Services Improvement Leader (m/f) has arisen within Airbus Defence & Space CIS Geo Intelligence in Toulouse (Ramonville site). As the successful candidate you will join the Tools and Processes department.

Within Intelligence, the Imagery Factory service is operating an important fleet of satellites TerraSAR-X, Pleiades & Spot constellation allowing for large coverage, near real time access and high level of reactivity. Imagery Factory will operate in the near future with data from HAPS High Altitude Pseudo Satellite revolutionising defence, humanitarian, and environmental missions all over the world. We also deliver value from data in our digitally connected world.

Fully driven by the external and internal Customer Satisfaction, the Tools&Processes team will work in transverse mode and in close coordination with the Services Growth, the Operations and the Sales & Marketing teams. This team will bring his knowledge and experience to improve our Imagery customers experience. Working regularly with colleagues based in UK, Germany, US and Hungary, this team also has an international dimension.

You role will be to make the link between the users and the development teams with 3 main missions:

1/ Continuous improvement

2/ Prepare the future

3/ Customers feedbacks & Valorization :

You will also support operational activities for specific/complex customer requests and be in charge of reporting as appropriate.

This position will require a security clearance or will require being eligible for clearance by the recognized authorities. Your main tasks and responsibilities will include:

1/ Continuous improvement :

  • Knowledge and optimization of existing processes, in the frame of the Imagery Continuous Improvement initiative,
  • Collection of inputs and requirements regarding new/possible customer oriented tools, including current and future on-line services (Product Ordering portals), and potential optimization or even convergence of interfaces,
  • Writing user needs functional specifications ( Business Requirements Document) and follow-up,
  • Participation to the operational qualification of the functionalities/tools implemented (User Acceptance Test)
  • Drafting of processes in the context of deployment of new interfaces or new marketing offers (One Atlas digital services, new products),
  • Drive billing processes interacting closely with operational teams, Finance and IT development teams to support continuous improvement,
  • Conduct Training & Promotion of new tools/processes,
  • Satellite acquisitions monitoring : accounting method, management tools and possible optimizations,
  • Feeding the knowledge data base & update (Intelligence Imagery community)
  • Contribution to the transverse SAR & Optical coordination for Imagery topics.

2/ Prepare the future :

  • Participate in the implementation of new offer or new services (Pléiades Neo, Vision-1, etc),
  • Get involved in the implementation of the new ERP (SAP).

3/ Customers feedbacks & Valorization :

  • Analysis of customers feedbacks collected, needs & expectations,
  • Identification of possible gaps between our offer and the requirements,
  • Customers experiences monitoring & valorisation

This role will involve some travel for business and as such you must be able to travel accordingly. Possible duty days and on-call work. You will have the following skills and experience:

  • Educated to an Engineering degree or equivalent.
  • Ideally knowledge of remote sensing.
  • Interest and experience in the field of customer relationship.
  • Knowledge of Airbus Defence & Space Intelligence products port-folio is a plus.
  • Knowledge in SAP would be appreciated.
  • Autonomy, and reliability.
  • Reactivity and dynamism.
  • Coordination skills, excellent interpersonal skills.
  • Ability to work in a multidiscipline and intercultural environment.
  • Proactivity, problem solving, openness for new technologies.
  • Negotiation level of English and French, another language would be appreciated.


This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Companys success, reputation and sustainable growth.

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

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