Nicole Day Email & Phone Number

Basingstoke, England, United Kingdom

Basingstoke, England, United Kingdom

Reading, England, United Kingdom

Responsible for managing Heathrow’s Community Engagement Board as well as leading the community engagement for the displacement of community facilities to ensure the inclusion of local key stakeholders into the airport expansion programme’s decision-making processes.• Successful coordination of the strategic noise mitigation programme for 53 crucial community facilities impacted by airport expansion to convey how they will be impacted by the programme and to negotiate the best solutions for the business, stakeholders and local councils;• Established strong and positive working relationships with the independent and government-regulated Heathrow Community Engagement Board who challenge and scrutinise Heathrow’s day-to-day operation as well as the expansion programme, in particular the community engagement strategy throughout the Developmental Consent Order approval process;• Experience of developing strong and positive working relationships with key stakeholders and managing stakeholder engagement plans to support the public Airport Expansion Consultation and to inform Heathrow’s Community Investment Programme;• Management of the utilisation of Salesforce CRM databases within the team to ensure all community engagement information is accurately recorded and to provide stakeholder engagement advice and support to internal project teams.

London, England Metropolitan Area

Accountable for the contractual and government regulated performance of assistance services at Heathrow, including the management of a team of operational managers and the implementation of performance improvement solutions for a better passenger experience.• Successfully improved the assistance customer experience by over 40% through the implementation of key contractual performance tracking and analysis and the facilitation of monthly continuous improvement workshops with the supplier and team, leading to a “Good” rating in the 2018 CAA inspection;• Provision of training and engagement plans for over 50,000 cross-functional frontline colleagues, to implement lean service initiatives for passengers travelling with hidden disabilities, utilising cutting-edge technological solutions and implementing a mystery shopping programme to bridge performance gaps;• Content development, training execution and project management throughout the lifecycle of the business-wide disability awareness training programme to ensure the compliance of all 76,000 Heathrow colleagues in line with government requirements;• Successful delivery of 7 large-scale interactive events as well as immersive operational conventions for key stakeholders with disabilities to showcase new services and training developments and to gain clearer understanding of how to better meet passengers’ requirements.

Responsible for the operational readiness of the security body scanner roll-out across all Heathrow terminals, whilst ensuring security and business processes are met in line with Civil Aviation Authority requirements.• Close collaboration with the supply chain and operational training teams to develop and deliver a robust stakeholder plan whilst ensuring the most appropriate communication solutions are delivered to the highest possible standards for the successful go-live of cutting edge security screening technology within the operation;• Determined the project scope and timeline with the team, created Work Breakdown Structures, managed the use of resources against the project plan and regularly reviewed all project deliverables to ensure the body scanner installations are completed on time and according to specifications and without any negative impact to daily operations;• Prepared regular reports for the review of key performance indicators by the Civil Aviation Authority and the Department for Transport to ensure all project objectives are met in line with regulation.

• Collaboration with and leadership of frontline security officers to build improvement programmes to overcome operational inefficiencies, identified through the evaluation of robust performance data;• Measurement of the impact of improvement projects across complex operations to ensure effectiveness and development of colleagues to ensure continuous efficiency

• Design and delivery of Heathrow’s innovative Courteous Compliance Training programme to drive behavioural change and improve the customer service experience without compromising security regulatory compliance;• Facilitation of core compulsory training as well as bespoke interventions, including coaching and mentoring, to meet training standards and organisational needs.