AM - CX Projects & Innovations

Position Overview

The Associate Manager Projects & Innovation will drive customer experience transformation initiatives across airport operations, in-flight services, digital touchpoints, and post-travel support. This role focuses on enhancing passenger satisfaction by introducing innovative solutions, optimizing service processes, and implementing strategic projects that elevate the overall travel experience. The position requires strong project management capabilities, aviation domain understanding, and a passion for delivering seamless, customer-centric journeys.

Key Responsibilities

Customer Experience Projects

Lead end-to-end customer experience improvement projects related to airport check-in, boarding processes, baggage services, on-time performance, lounge experience, and in-flight service quality.

• Collaborate with airport operations, ground handling teams, cabin crew leadership, engineering, and digital teams to ensure smooth implementation.
• Support introduction of new passenger service technologies such as self-bag drop, biometric boarding, mobile check-in enhancements, and automated service kiosks.
• Ensure projects comply with aviation regulations, safety protocols, and airline SOPs.

Innovation & Service Transformation

• Identify gaps in the passenger journey (pre-flight, in-flight, post-flight) and develop innovative solutions to enhance convenience and service efficiency.
• Benchmark global aviation trends, leading airline innovations, and best practices in customer happiness.
• Evaluate new tools—chatbots, AI service solutions, predictive delay management systems, and digital self-service improvements.
• Conduct pilot programs at airports or on select routes and scale successful initiatives across network stations.
• Ensure alignment of project outcomes with overall airline service strategy

Qualifications & Skills

Education

• Bachelor’s degree required; MBA or equivalent preferred.
• Aviation, hospitality, or service management background is an added advantage.

Experience

• 7–9 years’ experience in aviation, airline customer experience, airport operations, service excellence, or project management.
• Experience working with airport partners, ground handling agencies, or airline operations is highly preferred.

Technical & Professional Skills

• Strong project management skills (PMP/Lean/Six Sigma preferred).
• Good understanding of airline operations, service SLAs, regulatory standards, and airport processes.
• Data-driven approach; proficiency in dashboards, analytics tools, and MS Office.
• Strong communication, problem-solving, and stakeholder management skills.