Customer Experience Manager (Aviation)

Customer Experience Manager (Aviation)

Location: Delhi

The Customer Experience Manager is responsible for designing, implementing, and overseeing strategies that enhance passenger satisfaction across all touchpoints of the travel journey. This role ensures seamless service delivery, fosters customer loyalty, and aligns operational excellence with the airline’s brand promise.

Key Responsibilities:

• Customer Journey Management
• Map and analyze the end-to-end passenger touch points
• Identify pain points and implement solutions to improve service quality.
• Service Excellence
• Develop and enforce customer service standards across airport operations.
• Collaborate with ground staff, and operations teams to ensure consistent service delivery.
• Feedback & Continuous Improvement
• Collect, analyze, and act on customer feedback through surveys, social media, and complaint channels.
• Implement data-driven initiatives to enhance Net Promoter Score (NPS) and customer satisfaction ratings.
• Team Leadership
• Train, mentor, and motivate frontline staff to deliver exceptional customer experiences.
• Foster a culture of empathy, accountability, and service excellence.
• Innovation & Digital Transformation
• Introduce new technologies (Ex- self-service kiosks, mobile apps, AI chatbots) to streamline customer interactions.
• Drive personalization initiatives to tailor services to passenger preferences.
• Crisis & Incident Management
• Lead customer communication during disruptions (delays, cancellations, emergencies).
• Ensure passengers receive timely, transparent, and empathetic support.

Qualifications & Skills

• 5+ years of experience in customer service or passenger experience roles, in aviation.
• Preferably bachelor’s degree in aviation management, Business Administration, Hospitality, or related field.
• Strong leadership and team management skills.
• Excellent communication, problem-solving, and conflict resolution abilities.
• Knowledge of aviation regulations, safety standards, and passenger rights.
• Proficiency in data analysis tools and customer feedback systems.

Key Competencies

• Empathy & Emotional Intelligence – Ability to understand passenger needs and respond with care.
• Operational Awareness – Knowledge of airport and airline operations.
• Strategic Thinking – Ability to align customer experience initiatives with business goals.
• Adaptability – Skilled at managing disruptions and high-pressure situations.
• Innovation Mindset – Passion for leveraging technology to improve customer journeys.

Performance Metrics

• Passenger satisfaction scores (CSAT, NPS).
• Reduction in complaints and service recovery cases.
• Efficiency of customer service processes.
• Employee engagement and training effectiveness.
• Loyalty program participation and retention rates.