Steering projects towards success within IAG Cargo is the Transformation Team, who ensure not only the smooth and successful delivery of many projects across the business, but that each one drives positive change and makes us fit for the future. Spearheaded by Jenny Critchley, Chief Transformation Officer, the talented team comprises of everyone from team heads to project managers. We spoke with a few key members to find out what transformation within IAG Cargo really looks like.
Antonio Loureda Santidrian, Head of Commercial Transformation
Tell us about your role.
My role is centred around helping the business in setting priorities and supporting the delivery of transformation projects that bring substantial value to our customers. The key to success is maintaining a relentless focus on the customer. At IAG Cargo, we are deeply committed to being a customer-centric organisation, keeping our customers’ needs and experiences at the forefront of everything we do.
What’s the main area within commercial that’s being transformed?
Our primary focus is advancing our digital capabilities. This includes enhancing our online services and continually investing in our people, both crucial elements for our future growth. A significant development we’re excited about is the introduction of online spot pricing, set to launch this year. This initiative is a game-changer, poised to significantly improve the customer experience and streamline the booking process.
How do you ensure each project delivers?
Successful project delivery hinges on three core elements: a clear vision, the right resources, and a robust governance structure. It’s vital to align each project with our overarching vision, focusing on the tangible benefits it brings to our customers. Equally important is assembling the right team to drive these initiatives. We place a strong emphasis on governance, learning quickly, and integrating customer feedback into our processes. I’m proud to say that at IAG Cargo, we have an exceptional team deeply committed to our customer-centric values, which is fundamental to our success.
Being easy to do business with is also key. We’re continuously improving our internal operations and efficiencies to stay ahead of the curve, as well as growing our global network to offer greater reach and be the first-choice air cargo carrier for our customers.
Abbeyanne O’Dwyer, Head of Transformation Governance
Tell us about your role.
I define and maintain best practices for project governance and project delivery, supporting the business on how to effectively execute change. I’m responsible for highlighting challenges and ensuring proactive mitigation. I also consolidate initial reporting, creating transparency and visibility of progress, as well as deep dive into projects, to understand the projects’ health.
What is the role of the accountable business owners in delivering projects?
They are responsible for the initiative, delivery, and success of each project. Each accountable business owner will decide how we’ll deliver against the transformation targets, and then build a cross-functional team with subject matter experts. Business owners are advocates for the project, putting together strong business cases, securing essential funding, and ensuring quality outputs are delivered.
How does the transformation team work alongside the passenger airlines within the IAG Group?
We regularly meet with the airlines’ transformation management and portfolio management offices to share challenges and lessons learned so we can continually make improvements that benefit one another. Though we all play different roles across the aviation industry, there is significant overlap, particularly in the delivery of our IT projects. Furthermore, within the commercial and operations departments, there are initiatives aimed at driving decisions that are favourable for both cargo and passenger operations.
Louise Webb, Project Manager
What projects have you worked on within the Transformation Team?
I focus on supporting commercial projects, such as Partner Ready and Offline Spot, ensuring close collaboration with key stakeholders across the business. Partner Ready involves exploring ways to leverage our existing partnerships to create the most seamless experience for our customers’ moving freight across our expansive network. Through this project, we’ve been expanding our reach into Asia and driving digital transformation for an efficient interline booking. We’ve also focussed on strengthening the interline operations at our major hubs; Madrid, Dublin, and London Heathrow. Another project I’ve worked on is Offline Spot, an artificial and data driven system, which provides our sales teams with the most competitive price possible for our customers.
Being part of a team that spans across various aspects of the business is both fascinating and exciting. It allows me to gain a deeper understanding of our customers needs as well as all of the positive transformations being driven around the business, from commercial to operations and digital.
