Customer Experience Trainer

About AIonOSArtificial Intelligence on Operating SystemsAIonOS is pioneering the shift towards building AI-Native enterprises. Our proprietary Products and Solutions seamlessly integrate AI into core business functions, ensuring real-time decision-making, workflow automation, and data-driven insights. Unlike traditional IT solutions that require extensive restructuring, our AI offerings effortlessly blend with existing enterprise systems, reducing adoption friction while maximising impact.What sets AIonOS apart is its industry-specific approach, such as sectors like travel, transport, logistics, hospitality, telecom, and healthcare, where AI-driven efficiencies unlock higher revenue and enhanced customer experiences. Our AI-led customer experience (CX) solutions ensure businesses do not just automate but elevate human interactions with personalised, scalable engagement strategies.Backed by InterGlobe Enterprises and Assago Group, AIonOS brings together world-class AI technology and deep industry expertise to create business solutions that drive measurable outcomes. From optimising pricing strategies to leveraging AI-driven data intelligence for new revenue streams, AIonOS is redefining digital transformation. With reach and a mission to embed AI at the core of enterprises, we are not just building technology—we are enabling the future of business.Are you ready to lead with AI?For more information, please visit: https://aionos.Io.Founded by industry veterans Rahul Bhatia and CP Gurnani, our mission is to drive dynamic, responsive, and interconnected business models. InterGlobe, our parent company, employs more than 65,000 professionals across 135+ cities through its various businesses. Since 1989, the group has been building businesses and working with brands to deliver Quality and Value. Over the past three decades, InterGlobe has continued to expand its vision, contribution, and footprint, becoming one of India's foremost conglomerates through innovation and service leadership.Our Co-Founder, Rahul Bhatia, is an Indian entrepreneur best known as the co-founder of IndiGo Airlines and the Group Managing Director of InterGlobe Enterprises. Bhatia holds a degree in Electrical Engineering from the University of Waterloo, Canada. In 1989, he co-founded InterGlobe, which later expanded into aviation, hospitality, and travel services. Bhatia co-founded IndiGo in 2004, which became India's largest airline.Our Co-Founder & CEO, C.P. Gurnani, is an Indian business leader, known for his role as the former CEO of Tech Mahindra, an IT services company. He holds a degree in Electrical Engineering and has over three decades of experience in the technology and consulting sectors. Before leading Tech Mahindra, Gurnani held key positions at HCL Technologies and several other prominent companies. Under his leadership, Tech Mahindra expanded significantly, becoming a major player in digital transformation, IT consulting, and business solutions. Gurnani is known for his strategic vision and focus on innovation. His contributions to the tech industry have earned him recognition as a respected business leader.SOLUTIONS:§ Customer IT Solutions: Delivering exceptional digital transformation through our AI Pod-led services. AIonOS’ core strength lies in addressing the unique challenges enterprises face with precision-engineered AI solutions.§ AI-led products & Platforms: Industry-specific products are the perfect combination of deep industry knowledge and disruptive AI technologies. AIonOS harnesses the power of human intelligence and technology to solve today’s problems and avoid future challenges.§ Data Intelligence Solution: Their data-driven insights offer comprehensive analytics and turn data into a powerful asset, enhancing ROI and powering sustainable growth.§ AI-Led Customer Experience: Their “AI first” vision of Technology augmented by humans; their transformative approach combines cutting-edge technology with deep domain expertise to deliver unparalleled service outcomes.Trainer (CX)We are seeking a skilled Trainer (CX) to deliver high-impact training programs for a global airline customer experience process. This role is central to ensuring that new hires and existing employees are equipped with the knowledge and skills required to deliver exceptional customer service across phone, chat, and email channels.The ideal candidate will have hands-on experience in airline operations training and a passion for facilitating learning in a fast-paced, dynamic environment.Key ResponsibilitiesTraining Delivery· Conduct instructor-led training (ILT) sessions for new hire onboarding, cross-training, and upskilling across CX channels.· Deliver training on core airline workflows including bookings, cancellations, exchanges, codeshares, and ancillaries.· Ensure training sessions are engaging, interactive, and aligned with business and compliance standards.· Facilitate On-the-Job Training (OJT) for new hires, ensuring individual performance meets defined qualitative and quantitative benchmarks required for successful transition from training to productionLearner Engagement & Assessment· Monitor learner progress through assessments, quizzes, and feedback mechanisms.· Provide coaching and support to learners during and post-training to ensure knowledge retention and application.· Identify learning gaps and recommend interventions to improve performance.Content Familiarization & Feedback· Stay updated with training content, SOPs, and process changes.· Provide feedback for content development / update to enhance training material· Ensure training delivery complies with industry regulationsCollaboration & Reporting· Collaborate with operations, quality, and training teams to align training delivery with business needs.· Maintain accurate training records, attendance, and post-training performance data.· Participate in calibration sessions and contribute to continuous improvement initiatives.Ideal Candidate ProfileMust-Have:· 3-5 years of progressive experience in training roles, with at least 1–2 years in a Sr. Trainer or assistant manager capacity.· Experience in airline or OTA CX operations, with exposure to high-volume environments.· Strong understanding of airline workflows: bookings, cancellations, exchanges, codeshares, ancillaries.· Excellent facilitation, communication, and stakeholder management skills.Preferred:· Exposure to instructional design principles and blended learning models (ILT, e-learning).· Familiarity with global airline compliance standards and travel industry regulations.· Ability to work in a fast-paced, multi-site environment and travel as needed.Position details:· Location: Noida | Full-time, On-site· Working Days: 5 Days a Week· Reporting To: Assistant Manager (CX) / Manager Training (CX)AIonOS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.