Product Customer Officer

Product Customer Officer

Full time

Derby

What you will be doing:

We have an exciting opportunity for a Product Customer Officer to join the Commercial Aviation Value Stream team in Derby.

Our Commercial Aviation Value Streams are accountable for profit and loss and delivering financial outcomes for Trent Fleet and Large Mature Engines. They are customer focused and have clear ownership of the business plan and the engineering, operations and aftermarket assumptions that underpin it. 

The Product Customer Officer plays an important role in supporting the communications required to work effectively with our customers. 

Responsibilities:

This role will require you to develop excellent relationships with our customers with specific accountabilities including: 

• Play a key role in ensuring our customers are satisfied, informed and feel that Rolls-Royce are providing the appropriate level of service through the Airline Support Teams. In this role you will be supporting the interface and communication with the Airframer (Airbus) and also the Operators that use products from the TFM Airbus portfolio. This is an exciting opportunity to be a key player in our portfolio while having exposure with Airbus and the operators.
• Chair regular Customer Advocates meetings to ensure Rolls-Royce Airlines Support Team (AST) is well informed and assisted. Customer Advocates meetings need to be organised, effective and followed up in a timely manner.   
• Advocate for customer issues within the TFM workstream, ensuring we meet our obligations under the terms of our agreements. 
• Enable the effective development and execution of Customer Interface sessions (Customer Focus Groups - CFG), ensuring they are managed effectively and within budget with clear actions logged and implemented.  These CFGs are held virtually and face to face, which will require events organization skills, and well as good communication skills to ensure customers are well briefed and to optimize how we work together with our customers to establish effective relationships.
• Support Services Review Meetings with the Airframer (Airbus), CNFs, CCBs, when required
• Maintain and monitoring appropriate KPIs to ensure customers commitments are met, and customer satisfaction is achieved.
• Support improvement processes within the TFM team, such as PWM, and APQP when required.

Why Rolls-Royce?

Work with us and we’ll welcome you into a culture of caring and belonging where you can be yourself. We will listen first, embrace feedback and act with integrity. We will invest in your continuous learning and development, and make sure you have access to a wide breadth and depth of opportunities to grow your career and make a difference.

We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.

Hybrid working is a way in which our people can balance their time between the office, home or another remote location.  It’s a locally managed and flexed informal discretionary arrangement.  As a minimum we’re all expected to attend the workplace for collaboration and other specific reasons, on average three days per week. Discover more on our GBS Service Portal about hybrid working.

Who we’re looking for:

Being a part of Rolls-Royce, you’ll know we embrace agility, are bold, pursue collaboration and seek simplicity in everything we do.  These principles form our values and behaviours and are an essential component of our assessment process and are fundamental qualities that we seek for all roles.

To be successful in this role you will need to meet the following criteria:

• To be successful in the Product Customer Officer role you will have excellent collaboration and relationship management skills. This will include a proven ability to communicate with and influence key stakeholders at multiple organisational levels and across different cultures. 

• This role will require you to be organised and able to create and implement plans with effective follow-up. 

• You should be able to demonstrate sound judgement with the ability to create simplicity. 

• It would be preferable for you to understand how we support our aftermarket, however it is more important that you are curious and have a strong and proven desire to learn and to put your learning into practice. 

Regional Benefits:

• Generous Annual Leave
• Retirement Savings through the Rolls-Royce Retirement Savings Trust
• Group Life Assurance provides for a lump sum benefit if you die whilst employed by Rolls-Royce
• Group Income Protection provides an income in the event that you are unable to work due to illness or injury
• Your Shares: Matched is a simple way to own Rolls-Royce shares and invest in our future, together. Buy one share, get one free! Rolls-Royce | Your Shares: Matched
• Digital GP provides a convenient way for you to access GP consultations

Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future. Our multi-year transformation programme aims to turn Rolls-Royce into a high-performing, competitive, resilient and growing company. Join us, and it can be your future vision too.

Rolls-Royce are committed to being a respectful, inclusive, and non-discriminatory workplace where individuality is valued, diverse perspectives fuel innovation, and everyone can thrive.

Grade: SNBG 7 - 10

For further information please contact: Ana Rincon