Head – Airport Customer Experience

3 days ago

Bhubaneswar Orissa, India NORQ Technology Solutions Pvt. Ltd. Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Role Overview

We are establishing a dedicated Customer Experience (CX) vertical for airports to design, implement, and continuously evolve world-class CX strategies. We are seeking a dynamic leader with proven expertise in both strategy and execution, combined with strong business acumen. This leader will be responsible for building and managing the CX practice, driving delivery excellence, and also securing new business opportunities in the airport and aviation sector.

Key Responsibilities

  • Strategy & Framework Development
  • Design and implement CX strategies aligned with global aviation and civil aviation standards (ACI, SKYTRAX, ICAO, ISO).
  • Define CX vision, mission, and DNA tailored to airport operations.
  • Establish CX governance models, policies, and operating procedures for airports.
  • Execution & Delivery
  • Lead CX projects end-to-end, from assessment and journey mapping to implementation and performance benchmarking.
  • Oversee Voice of Passenger (VoP) programs, survey design, and feedback integration.
  • Ensure measurable improvements in airport customer experience performance.
  • Business Development
  • Identify and pursue new business opportunities in airport CX consulting and advisory services.
  • Build client relationships and represent the company at industry events, conferences, and forums.
  • Contribute to proposal writing, RFP responses, and presentations to secure new projects.
  • Develop partnerships with international CX benchmarking and accreditation bodies (ACI, SKYTRAX, ICAO).
  • Performance & Benchmarking
  • Set KPIs and frameworks for tracking CX outcomes across airports.
  • Ensure alignment with international benchmarking programs such as ACI ASQ and SKYTRAX.
  • Leadership & Capability Building
  • Build and lead a CX team specialized in airport customer experience.
  • Train and mentor internal teams and airport stakeholders on CX culture and practices.
  • Serve as the company's CX thought leader in the aviation sector.
  • Innovation & Research
  • Stay ahead of global trends in airport CX and digital transformation.
  • Recommend innovative solutions for seamless, technology-driven airport experiences.

Qualifications & Experience

  • 12+ years of progressive experience in Airport Customer Experience, Service Excellence, or Strategy Consulting.
  • Proven track record of CX strategy design and execution in the aviation/airport sector.
  • Demonstrated success in business development, client engagement, and project acquisition.
  • Strong knowledge of international aviation CX frameworks, civil aviation standards, and benchmarking tools.
  • Hands-on experience with journey mapping, VoP programs, survey design, and digital CX solutions.
  • Excellent stakeholder management, communication, and presentation skills.

Key Attributes

  • Strategic thinker with execution excellence.
  • Eye for detail with a passion for continuous improvement.
  • Entrepreneurial mindset with a strong business development orientation.
  • Strong leadership and team-building skills.
  • Ability to thrive in high-pressure, multi-stakeholder airport environments.

Job Type: Full-time

Work Location: In person

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