Job
Description
Associate Manager - Onboard Experience(Product) Location: Gurugram | Mar 20, 2025 Organization Context Position Title: Executive- Onboard Experience Job Code: TBD Function: CX Reports To: Associate - Onboard Experience: Product Job Purpose To assist in the development and execution of the strategic roadmap for inflight products and services, aligning with the airline s business objectives and enhancing the customer experience. Key Accountabilities Conduct research and benchmark to gather insights to understand passenger needs wants, preferences, and behaviours related to onboard products, services and offerings Lead and assist in the design and development of onboard products and services, ensuring alignment with the brand identity, customer preferences, and industry trends Ensure constant innovation and development in products, offerings and services as per industry trends and practices. Collaborate with external vendors, suppliers, and partners to source products and items that meet quality standards and regulatory requirements Develop end-to-end product development lifecycle, from concept ideation and prototyping to testing, manufacturing, and rollout, ensuring adherence to timelines, budgets, and quality standards. Develop detailed specifications, design guidelines, and standards for onboard products, ensuring consistency and coherence across all touchpoints. Working and collaborating closely with cross-functional teams including Marketing, Service Design, Cabin Crew, FB, FHU, PSC, Training etc. Coordinate with Operations and Procurement teams to ensure seamless implementation and rollout of inflight products and services across fleet Stay informed about emerging trends in products, offerings, services, technologies, and best practices in the aviation industry and related sectors to inform and inspire innovation and augmented design solutions Develop customer journey maps and service blueprints to identify gaps and areas for improvement Develop, update and distribute Product Manuals and Guidelines to relevant stakeholders in a timely and organised manner Manage projects from start to finish, ensuring that they are delivered on time, within budget, and to a high standard of quality Maintain product design guidelines and standards to ensure consistency across all touchpoints Champion continuous improvement by constantly evaluating the effectiveness of product design initiatives and making improvements based on feedback and data. Conduct audits and/or customer research to identify areas for product improvement and innovation. Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR. Skills Required for the role Product Innovation Design Development Product Lifecycle Management Microsoft Power point Excel skills Analytical Skills Vendor Management Project Management Key Performance Indicators User Satisfaction Improvement Percentage increase in user satisfaction scores Quality Control and Compliance Percentage adherence to quality control measures Operational Efficiency Timely submission of evaluations and directions to procurement teams and vendors Key Interfaces Internal Interfaces Internal Teams Work in collaboration with Product Design and Inflight service teams Work in collaboration with Product Design, Cabin Interiors (Hard Product), FB, Inflight Services, Insights, Operations, Engineering and Procurement teams Educational and Experience Requirements Minimum Education Requirement Bachelor s degree in business administration, design, fashion technology, Hotel Management, or any relevant field Minimum Requirement Desired Experience Min. 4 years in hospitality / travel/ related industry 6+ years of experience Service Marketing, Luxury Hospitality, and Design background will be a bonus
