Head of Guest Experience

<p>1. Role Objective</p>
<p>The Head of Customer Experience will lead and manage the airline’s end-to-end customer journey, ensuring exceptional</p>
<p>service delivery across inflight, ground, and product touchpoints. This role will be responsible for defining and implementing</p>
<p>service standards, overseeing inflight and ground operations (including lounges), and driving product innovation — from inflight entertainment (IFE) to cabin design. The position will also play a key role in shaping guest experience strategy for fleet expansion projects, ensuring new aircraft configurations and onboard products meet brand and service expectations.</p>
<p></p>
<p>2. Duties and Responsibilities</p>
<p>Area of responsibility</p>
<p>Key Responsibilities:</p>
<p>1. Customer Experience Strategy &amp; Leadership</p>
<p>• Develop and execute the airline’s guest experience strategy, ensuring alignment with brand values and commercial goals.</p>
<p>• Lead initiatives that enhance every stage of the guest journey, from booking to arrival, to deliver a seamless and premium experience.</p>
<p>• Establish and maintain measurable guest service standards for in-flight and ground operations.</p>
<p>• Ensure consistent brand presence across all customer touchpoints in airports and aircraft, including staff uniforms, signage, and ambience.</p>
<p>2. Inflight Service Management</p>
<p>• Oversee in-flight service delivery, ensuring consistency in quality, hospitality, and safety.</p>
<p>• Lead in flight planning including service timing and coordination with operations.</p>
<p>• Oversee catering design for food and beverage offerings, ensuring they meet brand standards and customer expectations.</p>
<p>• Manage the selection and quality of inflight amenities to enhance passenger comfort and satisfaction.</p>
<p>• Define and implement service protocols, training, and performance standards for cabin crew.</p>
<p>3. Ground Service &amp; Lounge Management</p>
<p>• Define airport ground service protocols and standards and ensure seamless execution across touchpoints including check-in, pre-boarding, and boarding, in alignment with premium service standards.</p>
<p>• Lead the management of owned lounges, ensuring they operate as profitable revenue streams while delivering premium guest experiences.</p>
<p>• Develop and manage strategic partnerships with third-party lounges and VIP collectives, securing commercially attractive agreements that enhance guest benefits and brand presence in key markets.</p>
<p>• Collaborate with airport authorities and service providers to ensure operational excellence and service consistency.</p>
<p>4. Product Development, Innovation &amp; Experience</p>
<p>• Lead the design, development, enhancement, and continuous innovation of customer-facing products and services, including inflight entertainment (IFE), connectivity solutions, cabin comfort, and digital experiences.</p>
<p>• Identify and introduce innovative product and service initiatives that differentiate the airline and elevate the guest</p>
<p>experience.</p>
<p>• Partner with catering, supply chain, IT, and commercial teams to create unique, market-leading offerings.</p>
<p>• Manage strong partnerships with aircraft ecosystem partners such as aircraft manufacturers (e.g., Boeing), seat</p>
<p>manufacturers, inflight entertainment systems providers, and other key suppliers to ensure seamless integration and guest experience excellence.</p>
<p>5. Fleet Expansion &amp; Cabin Design</p>
<p>• Collaborate with engineering, supply chain, and commercial teams on fleet expansion and cabin configuration projects.</p>
<p>• Ensure new aircraft designs exceed guest expectations for comfort, aesthetics, and functionality.</p>
<p>• Lead decisions on seating, lighting, IFE integration, and premium cabin concepts.</p>
<p>6. Customer Insights, NPS &amp; Continuous Improvement</p>
<p>• Own the airline’s Net Promoter Score (NPS) program, ensuring systematic collection, analysis, and reporting of guest</p>
<p>feedback.</p>
<p>• Oversee the design and implementation of cross-departmental initiatives to improve NPS and overall guest</p>
<p>satisfaction.</p>
<p>• Use guest feedback, surveys, and market research to identify improvement opportunities.</p>
<p>• Implement data-driven changes to enhance service delivery, product offerings, and guest satisfaction.</p>
<p>• Monitor industry trends and competitor initiatives to keep the airline’s guest experience competitive and innovative.</p>
<p>7. Team Leadership &amp; Stakeholder Collaboration</p>
<p>• Lead, inspire, and develop a high-performing customer experience team across inflight, ground, lounge, and product functions.</p>
<p>• Foster strong collaboration with operations, marketing, sales, digital, and engineering departments.</p>
<p>• Perform any other related tasks as assigned by – Brand, Guest Experience &amp; Loyalty VP– Brand, Guest Experience &amp; Loyalty.</p>
<p></p>
<p>MINIMUM EDUCATION, QUALIFICATIONS &amp; SKILLS</p>
<p>Education &amp; Experience</p>
<p>• Qualifications:</p>
<p>• Bachelor’s degree in business administration, Aviation Management, Hospitality, or related field (added advantage).</p>
<p>• 10-12 years’ experience in customer experience, service delivery, or product management within aviation.</p>
<p>• Proven leadership in managing inflight service, ground operations, lounge management, and product development.</p>
<p>• Experience in lounge revenue generation and partnership development with thirdparty hospitality providers.</p>
<p>• Strong understanding of IFE systems, cabin design, and fleet expansion processes.</p>
<p>• Exceptional project management, commercial, and negotiation skills.</p>
<p>• Solid financial acumen and budget management capabilities.</p>
<p></p>
<p>Special Skills &amp; Knowledge</p>
<p>• Strategic vision with operational execution ability</p>
<p>• Commercially driven with strong revenue focus</p>
<p>• Customer-centric leadership style</p>
<p>• Strong communication and stakeholder management</p>
<p>• Innovation and creativity in service/product development</p>
<p>• Analytical thinking and data-driven decision making</p>
<p>• Ability to lead change and transformation initiatives</p>
<p></p>
<p>KPIs / Measures of Success</p>
<p>• Improvement in Net Promoter Score (NPS) and customer satisfaction metrics</p>
<p>• Consistency and quality of service delivery across all touchpoints</p>
<p>• Revenue performance of owned lounges</p>
<p>• Number and value of strategic lounge partnerships secured</p>
<p>• Successful introduction of innovative products and service enhancements</p>
<p>• On-time and on-budget delivery of fleet expansion and cabin projects</p>
<p>• Lounge utilization and satisfaction rates</p>
<p>• Inflight entertainment engagement and satisfaction levels</p>
<p>• Strong, collaborative relationships with aircraft ecosystem partners resulting in seamless product integration</p>