Customer Experience Leader-Airports

Job description:

We are seeking an experienced and visionary CX Strategy Lead to drive the transformation of the airport customer experience. The successful candidate will be responsible for developing, implementing, and managing a comprehensive CX strategy that spans the entire passenger journey—from pre-travel planning to arrival and departure. This role is a key leadership position, focused on elevating the airport's brand reputation, increasing passenger satisfaction, and driving commercial growth through innovative and data-driven customer experience initiatives.

Key Responsibilities:

• Develop and Execute CX Strategy: Formulate and champion a long-term CX strategy aligned with the airport's business objectives. This includes defining the ideal customer journey, identifying key touchpoints, and establishing measurable KPIs for success.
• Journey Mapping & Insights: Conduct in-depth research and analysis to understand passenger needs, pain points, and expectations. Utilize tools such as journey mapping, personas, and sentiment analysis to gain a holistic view of the customer experience.
• Data & Analytics: Lead the collection and analysis of CX data, including passenger surveys, feedback channels, social media monitoring, and operational data. Translate these insights into actionable recommendations for improving services and processes.
• Innovation & Technology: Identify and pilot new technologies (e.g., biometrics, AI, mobile apps, IoT) and innovative solutions to enhance the passenger experience, streamline operations, and create new revenue streams.
• Cross-Functional Collaboration: Partner with various internal departments, including Operations, Security, Retail, F&B, Ground Transportation, and Marketing, to ensure a cohesive and seamless customer experience across all touchpoints.
• Stakeholder Management: Build strong relationships with external partners, including airlines, ground handlers, and retail concessionaires, to align on CX goals and collaborative initiatives.
• Leadership & Advocacy: Act as the internal champion for the customer, advocating for a customer-centric culture throughout the organization. Provide guidance and training to teams on best practices in customer service.
• Performance Monitoring: Establish a robust framework for tracking and reporting on CX performance. Regularly report on key metrics to senior leadership, highlighting successes and areas for improvement.

Qualifications:

1. Bachelor’s degree in Business, Marketing, Hospitality, or a related field. Master's degree is a plus.

2. Minimum of 7+ years of experience in Customer Experience (CX) or a related strategic role, with at least 3 years in a leadership capacity.

3. Proven experience in developing and implementing successful CX strategies, preferably within the aviation, hospitality, or travel industry.

4. Strong analytical skills with the ability to interpret complex data and translate it into clear, strategic insights.

5. Deep understanding of customer journey mapping, user experience (UX) principles, and design thinking methodologies.

6. Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate with diverse stakeholders. A passion for technology and a strong track record of leveraging digital solutions to enhance the customer experience along with exceptional project management skills and the ability to manage multiple initiatives simultaneously are welcome.

Job Type: Full-time

Job Type: Full-time

Pay: From ₹30,000.00 per month

Benefits:

• Health insurance

Work Location: In person