Ian G.
About Ian G.
Ian G. serves as the Head of Customer Autonomy at Swift, where he focuses on enhancing customer experience through machine learning and artificial intelligence. His extensive career includes roles at notable companies such as Airbus, Rheinmetall, Rolls-Royce, and IBM, where he has developed expertise in technical writing and knowledge management.
Work at Swift
Ian G. currently holds the position of Head of Customer Autonomy at Swift, a role he has occupied since 2023. Prior to this, he served as Head of Knowledge Management at Swift starting in 2020. His responsibilities include coaching and supporting teams to enhance customer experience. Ian has also held various roles at Swift, including Head of Documentation from 2018 to 2020, and Manager of the BE writing team for a brief period in 2017. His extensive experience at Swift spans over a decade, reflecting his deep understanding of the company's operations and customer needs.
Previous Experience at Airbus and Rolls-Royce
Before joining Swift, Ian G. worked as a Technical Writer at Rolls-Royce from 1997 to 2000. He then transitioned to Airbus, where he held a Technical Writer position from 2001 to 2004 in Bristol, United Kingdom. His early career in technical writing laid the foundation for his later roles in documentation and customer autonomy, contributing to his expertise in technical communication and customer engagement.
Experience at Rheinmetall Technical Publications
Ian G. served as Technical Publications Manager and Project Manager at Rheinmetall Technical Publications from 2009 to 2017. During this eight-year tenure in Bristol, United Kingdom, he managed technical documentation projects, which further developed his skills in project management and technical writing. This experience contributed to his leadership abilities and understanding of complex technical information.
Technical Background at IBM
Ian G. began his career as a Hardware and Software Installations Engineer at IBM, where he worked from 1994 to 1997 across the UK. This role provided him with a solid technical foundation and insights into the installation and support of hardware and software systems, which have been beneficial throughout his career in technical writing and management.
Focus on Customer Experience and Technology
In his current roles at Swift, Ian G. emphasizes enhancing customer experience through the use of machine learning and artificial intelligence. He aims to increase product adoption and usage, fostering a global community around the company's offerings. His leadership approach includes coaching teams to improve self-service capabilities for customers, reflecting his commitment to leveraging technology for better customer engagement.