Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Paul-Christopher Walsh

Paul-Christopher Walsh

St Peter Port,Guernsey

Summary

" I am industry recognized and experienced in leading innovation in customer experience and change management for several global airlines. Skilled in Training Identification & Design, Facilitation & Analysis, Stakeholder Management and leadership programme development"

Overview

21
21
years of professional experience

Work history

Head of Customer Experience

Aurigny Air Services
St Peter Port, Guernsey
01.2022 - 12.2024
  • Operational Leadership: Conducted daily team briefings to provide updates on the flying operation, ensuring smooth coordination across departments and proactive issue resolution.
  • Crisis Management: Led disruption management calls, guiding cross-functional teams to implement effective solutions for disrupted customers, minimising operational impact, and enhancing customer satisfaction.
  • Performance Management: Directed teams to consistently achieve and exceed KPIs, with a focus on: Timely processing of customer claims.
    Efficient management of refunds.
    Monitoring call centre agent performance to ensure adherence to service-level agreements (SLAs) for response times and customer satisfaction metrics.
  • Customer Experience Enhancement: Spearheaded projects to improve the customer journey. Led multiple initiatives aimed at enriching the overall customer experience whilst interacting with our products or services-saw significant improvement in perception of our brand as a result. Enhanced the company's reputation by focusing on exceptional customer journey management.
  • Strategic Reporting: Compiled and presented comprehensive weekly reports to the CEO, CCO, and Board, detailing performance metrics, customer feedback trends, and recommendations for continuous improvement.
  • Collaborative Project Management: Worked closely with internal stakeholders and external partners to deliver projects aligned with business objectives, driving innovation and operational excellence.


  • Training and Development: Designed and developed an effective training programme for new hires, improving overall performance.

Training & Development Manager

Cignpost Diagnostics
London
06.2021 - 01.2022
  • Design, develop and maintain the training strategy for this "start up" company
  • Design and implementation of training processes including procurement of LMS
  • Work with individual departments, company wide to identify training requirements through performing Training Needs Analyses
  • Performance management of 25 operational trainers including coaching and mentoring. Design and implement performance management strategy for the Training Academy
  • Collaborative design of the people development strategy for the department
  • Collaborative work with auditing department to periodically revaluate training to address patterns of non compliance
  • Ensure training records are accurate and maintained to ensure compliance with UKAS accreditation
  • Build and manage relations with stakeholders to ensure agencies are accountable for poor levels of delegate attendance and poor performance
  • Design and implement several high profile training programmes including company onboarding, hidden disability training and clinical training for site management teams
  • Manage the costs for all programmes, productions, and publications in order to report to organisation executives regarding a return on investment
  • Lead the Academy in transformational change in response to change in business strategy, focusing on cost savings and working more efficiently

Cabin Crew Manager

Cathay Pacific Airways
London
11.2019 - 02.2021
  • Performance management of cabin crew and administrative staff adhering to company procedures and European Employment Law
  • Responsible for onboarding, coaching and mentoring of all new entrant cabin crew in London Base including facilitation of learning interventions ensuring a seamless learning experience
  • Act as key contact and on call manager for support and queries during the Covid-19 pandemic, when team members were furloughed
  • Carry out all relevant processes including investigation, disciplinary and absence management meetings
  • Manually amend all rosters upon publication to enable local rostering policies to be applied
  • Manually amend and rebuild all crew rosters during disruption.
  • Investigate customer complaints, interviewing relevant parties as necessary in order to gather relevant information and collaborate with complaints team in Hong Kong to find solutions to any trends that are established
  • Lead and motivate cabin crew team members for improved performance to deliver excellent customer service consistently, striving to maintain position as the route with the highest satisfaction rates across the Cathay Pacific network
  • Manage recruitment of new cabin crew and internal promotions for London Base including designing and organizing creative and interactive selection processes to enable candidates to prove their passion for premium customer service
  • Design and implementation of local performance recognition programme to motivate and recognize team members work
  • Ensure the integrity of Cathay Pacific safety and security policies are maintained at all times through regular attendance at both company and airport authority safety meetings as well as develop local procedures in the event of emergency


Global Learning and Development Manager

British Airways
London
04.2017 - 09.2019
  • Manage large scale recruitment campaigns and onboarding programmes of both direct entry candidates as well as agency team members for airport team at Heathrow ensuring seamless candidate experience
  • Line manager for up to 200 customer experience coaches worldwide while in training capacity.
  • Responsible for annual training plan prioritising course delivery ensuring safety compliance and training delivered within budget
  • Business partner with Global Learning Academy to ensure the design and delivery of high quality and engaging learning interventions in technical and safety training as well as in the delivery of premium customer experience
  • Lead the training design and delivery for several high profile projects including new aircraft type integration and training for outsourced work carried out for sister airlines Iberia and Japan Airlines
  • Design and implement Learning and Development strategy including frameworks with a focus on digitalizing learning material, performance management of training delivery teams whilst driving down costs
  • Negotiation of frameworks with trade unions and works councils including influencing senior management on the implementation of legacy working agreements
  • Conduct training needs analyses to identify skills gaps within business area
  • Conduct overseas station visits to ensure training is delivered consistently and make recommendations to course design team to account for local sensitivities
  • Coach, mentor and develop team of Learning executives responsible for the design of learning interventions for global airport teams
  • Identify and implement apprenticeship qualifications that develop team members, contribute to the business strategy and support succession planning. ( Leadership programmes )
  • Development and management of the work experience programme and graduate programme to provide programmes that ensure maximum exposure to various business areas within the airline
  • Stakeholder management for Learning Provider and End-Point Assessment agency to ensure SLA met.
  • Working with Learning Academy Apprenticeship team to ensure appropriate use of government levy and safeguarding standards are met
  • Conduct observations on learning executives providing detailed feedback to ensure delivery of quality training and quality delegate experience

Cabin Services Base Manager

easyJet Holland
Amsterdam
01.2015 - 11.2015

Learning Delivery and Planning Manager

British Airways
London
02.2013 - 01.2015

Cabin Crew - worldwide fleet

British Airways
12.2003 - 01.2013

Education

CIPD Learning & Development, Level 5 (in progress) -

Avado Learning
2021

Dutch Language Course - undefined

2016

BA (Hons) - Japanese with Asia Pacific Studies

University of Leeds
Leeds
06.2006

EASA Cabin Crew qualified attestation
London
2003

A-Levels - French, Spanish, Geography

St Mary's College
2000

GCSE -

St Mary's College
UK
1998

Skills

  • Customer Experience roadmapping
  • Transformational change
  • Training Regulatory compliance
  • Leadership training
  • New hire on-boarding
  • Course development
  • Training solutions development
  • Apprenticeship Programmes management
  • Stakeholder Management

Languages

English
Native language
Spanish
Advanced
C1
French
Advanced
C1
Japanese
Advanced
C1

Timeline

Head of Customer Experience

Aurigny Air Services
01.2022 - 12.2024

Training & Development Manager

Cignpost Diagnostics
06.2021 - 01.2022

Cabin Crew Manager

Cathay Pacific Airways
11.2019 - 02.2021

Global Learning and Development Manager

British Airways
04.2017 - 09.2019

Cabin Services Base Manager

easyJet Holland
01.2015 - 11.2015

Learning Delivery and Planning Manager

British Airways
02.2013 - 01.2015

Cabin Crew - worldwide fleet

British Airways
12.2003 - 01.2013

Dutch Language Course - undefined

CIPD Learning & Development, Level 5 (in progress) -

Avado Learning

BA (Hons) - Japanese with Asia Pacific Studies

University of Leeds

EASA Cabin Crew qualified attestation

A-Levels - French, Spanish, Geography

St Mary's College

GCSE -

St Mary's College

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Paul-Christopher Walsh