Head of Customer Experience

Role Overview: We are looking for a visionary and customer-centric leader to join our executive team as Head of Customer Experience. This is a high-impact leadership role responsible for designing and delivering a holistic customer experience strategy aligned with our brand promise and business objectives. The ideal candidate will be a seasoned professional with a deep understanding of customer behavior, digital enablement, and service excellence, especially within fast-paced and high-touch industries. This role requires a combination of strategic foresight, operational execution, and cross-functional collaboration to drive continuous improvement and innovation across all customer touchpoints. Key Responsibilities: 1. Customer Experience Strategy & Vision Define and own the long-term customer experience (CX) strategy for the organization across all physical and digital channels. Craft a customer journey vision that delivers a seamless, personalized, and emotionally engaging travel experience. Translate customer expectations and market trends into actionable priorities. 2. Journey Mapping & Experience Design Conduct comprehensive end-to-end journey mapping exercises to identify pain points and opportunities for delight. Develop customer personas and empathy maps to better understand diverse traveler needs, including leisure, business, and premium segments. Partner with design and product teams to embed customer-first thinking into all product and service design initiatives. 3. Digital Transformation & Omnichannel Enablement Lead the transformation of digital touchpoints including mobile apps, website, customer portals, chatbots, and kiosks to ensure a consistent and intuitive experience. Collaborate with IT, product, and engineering teams to deliver agile enhancements that simplify, automate, and personalize the customer journey. 4. Voice of Customer (VOC) & Data-Driven Insights Set up and continuously improve VOC programs including NPS, CSAT, CES, and real-time feedback loops. Use data analytics and dashboards to uncover behavioral trends, customer pain points, and root causes. Present insights and CX performance metrics regularly to senior leadership and incorporate feedback into strategy refinement. 5. Transformation Projects & Innovation Drive enterprise-level CX transformation programs including loyalty enhancements, baggage experience, disruption management, and premium services. Evaluate and implement emerging technologies such as AI, machine learning, AR/VR, and IoT that enhance the customer journey. Foster a culture of continuous innovation and customer empathy across the organization. 6. Stakeholder Engagement & Cross-Functional Leadership Build strong partnerships with departments such as ground handling, inflight services, engineering, customer care, marketing, and digital product teams. Lead a dedicated CX team and manage external consultants or partners where necessary. Align internal functions with CX KPIs and create governance mechanisms for experience accountability. Key Performance Indicators (KPIs): Net Promoter Score (NPS) Improvement First Contact Resolution (FCR) Customer Satisfaction (CSAT) Digital Adoption Rates Operational Efficiency in Customer Service Processes Employee Engagement in CX Programs Qualifications: Experience: 12–18 years of experience in customer experience, transformation, or service excellence roles. At least 5+ years in a leadership role with proven success in driving customer-centric change. Prior experience in aviation, hospitality, telecom, or other high-touch B2C service industries is strongly preferred. Skills & Competencies: Strategic thinking with operational execution ability Expertise in CX frameworks, design thinking, journey mapping, and change management Deep understanding of digital tools (CRM, analytics, CX platforms, VOC solutions) Excellent communication, stakeholder management, and team leadership skills Strong commercial acumen with a customer-obsessed mindset Preferred Certifications (Nice to Have): Certified Customer Experience Professional (CCXP) Six Sigma / Lean for Process Improvement Agile / Scrum Project Leadership Design Thinking or Service Design Certification Show more Show less