Customer Experience Leader-Airports

3 days ago

Bhubaneswar Orissa, India Jet Brigde Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Job description:

We are seeking an experienced and visionary CX Strategy Lead to drive the transformation of the airport customer experience. The successful candidate will be responsible for developing, implementing, and managing a comprehensive CX strategy that spans the entire passenger journey—from pre-travel planning to arrival and departure. This role is a key leadership position, focused on elevating the airport's brand reputation, increasing passenger satisfaction, and driving commercial growth through innovative and data-driven customer experience initiatives.

Key Responsibilities:

  • Develop and Execute CX Strategy: Formulate and champion a long-term CX strategy aligned with the airport's business objectives. This includes defining the ideal customer journey, identifying key touchpoints, and establishing measurable KPIs for success.
  • Journey Mapping & Insights: Conduct in-depth research and analysis to understand passenger needs, pain points, and expectations. Utilize tools such as journey mapping, personas, and sentiment analysis to gain a holistic view of the customer experience.
  • Data & Analytics: Lead the collection and analysis of CX data, including passenger surveys, feedback channels, social media monitoring, and operational data. Translate these insights into actionable recommendations for improving services and processes.
  • Innovation & Technology: Identify and pilot new technologies (e.g., biometrics, AI, mobile apps, IoT) and innovative solutions to enhance the passenger experience, streamline operations, and create new revenue streams.
  • Cross-Functional Collaboration: Partner with various internal departments, including Operations, Security, Retail, F&B, Ground Transportation, and Marketing, to ensure a cohesive and seamless customer experience across all touchpoints.
  • Stakeholder Management: Build strong relationships with external partners, including airlines, ground handlers, and retail concessionaires, to align on CX goals and collaborative initiatives.
  • Leadership & Advocacy: Act as the internal champion for the customer, advocating for a customer-centric culture throughout the organization. Provide guidance and training to teams on best practices in customer service.
  • Performance Monitoring: Establish a robust framework for tracking and reporting on CX performance. Regularly report on key metrics to senior leadership, highlighting successes and areas for improvement.

Qualifications:

  1. Bachelor's degree in Business, Marketing, Hospitality, or a related field. Master's degree is a plus.

  2. Minimum of 7+ years of experience in Customer Experience (CX) or a related strategic role, with at least 3 years in a leadership capacity.

  3. Proven experience in developing and implementing successful CX strategies, preferably within the aviation, hospitality, or travel industry.

  4. Strong analytical skills with the ability to interpret complex data and translate it into clear, strategic insights.

  5. Deep understanding of customer journey mapping, user experience (UX) principles, and design thinking methodologies.

  6. Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate with diverse stakeholders. A passion for technology and a strong track record of leveraging digital solutions to enhance the customer experience along with exceptional project management skills and the ability to manage multiple initiatives simultaneously are welcome.

Job Type: Full-time

Job Type: Full-time

Pay: From ₹30,000.00 per month

Benefits:

  • Health insurance

Work Location: In person

  • Customer Experience Executive

    2 days ago

    Bhubaneswar, Orissa, India Tatwa Technologies Ltd Full time

    1- Improve relation with customer 2- Address customer concerns 3- Approaching prospective customers 4- Manage and resolve customer complaints 5- Improve customer experience 6- Ensure outstanding customer satisfaction. **Job Types**: Full-time, Permanent, Fresher **Language**: - Hindi (preferred) **Job Types**: Full-time, Permanent, Fresher Pay:...

  • Customer Experience Executive

    1 day ago

    Bhubaneswar, Orissa, India Tatwa Technologies Ltd Full time ₹ 8,000 - ₹ 1,00,000 per year

    1- Improve relation with customer2- Address customer concerns3- Approaching prospective customers4- Manage and resolve customer complaints5- Improve customer experience6- Ensure outstanding customer satisfaction.Job Types: Full-time, Permanent, FresherLanguage:Hindi (Preferred)Interested candidates can contact Job Types: Full-time, Permanent, FresherPay:...

  • Air Traffic Control Officer

    24 hours ago

    Airport, Bhubaneswar, Orissa, India Isles of Scilly Travel Full time

    **Land's End Airport** - Land’s End Airport - 4 days on, 2 days off - Up to £49,105.00 DOE - Closing date: 6 June 2025 - Start date: Autumn 2025 **Job description**: One of Cornwall’s largest companies, the Isles of Scilly Steamship Group provides air and sea links for passengers and freight from the UK mainland to the Isles of Scilly. Land’s End...

  • Aircraft Mechanic

    7 days ago

    Airport, Bhubaneswar, Orissa, India Isles of Scilly Travel Full time

    **Land's End Airport** - Land's End Airport - 40 hr week - Dependent upon experience - Closing date: 4 July 2025 - Start date: ASAP **Job description**: Skybus, part of Isles of Scilly Steamship Group is recruiting 2 x Aircraft Mechanics for our base at Lands End Airport. The position reports to the Maintenance Manager, at Lands End Airport. This is a...

  • Trainee Operations Supervisor

    1 week ago

    Airport, Bhubaneswar, Orissa, India Isles of Scilly Travel Full time

    **Trainee Operations Supervisor**: **Location**: Land’s End Airport **Hours**: 40 hours a week **Salary**: Dependent upon experience **Trainee Operations Supervisor - Skybus Operations at Land’s End Airport** Skybus has a vacancy for a Trainee Operations Supervisor to join the team based at Land’s End Airport. Successful applicants will graduate to...

  • Travel Executive

    17 hours ago

    Bhubaneswar, Orissa, India Royal collection hotels and resorts Full time ₹ 1,20,000 - ₹ 20,00,000 per year

    Location: Cuttak Road, BhubaneshwarProfile: Travel Executive/ AM- ToursJob Description:Key Responsibilities:Plan, organize, and book domestic travel itineraries (Hotels, transport, tours).Coordinate guest pickups and drop-offs (airport, hotel, and other locations) ensuring timely and smooth transfers.Manage reservations, and travel documentation.Handle...

  • Customer Relationship Executive

    7 days ago

    Patia, Bhubaneswar, Orissa, India Kruticoffee Full time

    Implement processes for consistent team handling of customer complaints - Analyzes and reports performance data on customer escalation trends and business improvement plans - Proactively identifies issues and implements plans to resolve them - Partners with cross-functional leaders to isolate and resolve systemic issues based on customer and employee...

  • Associate-govt. and Public Sector Advisory

    23 hours ago

    Bhubaneswar, Orissa, India Jet Bridge Full time

    **Job Title: Associate - Govt. and Public Sector Advisory (Freshers/Entry-Level)** Company Name: Jet Bridge Location: Bhubaneshwar, Odisha Position Type: Full-time **About Us**: Jet Bridge, an Airports Council International (ACI) World Business Partner, began operations in 2021 with the goal of offering specialized aviation training. After successfully...

  • Graphics Designer

    4 days ago

    Bhubaneswar, Orissa, India Jetbridge Aviation Full time

    **Jet Bridge** is an Airports Council International (ACI) World Business Partner that began operations in 2021 with the perspective of offering niche aviation training. After successfully establishing ourselves in the field of aviation training, we moved to the field of aviation consulting, focused on providing customized solutions to clients within the...

  • Accounts and Taxation Executive

    7 days ago

    Bhubaneswar, Orissa, India Jet Bridge Full time

    **Job Title: Accounts and Taxation Executive** **Company Name: Jet Bridge Private Limited** **Location: Bhuvaneswar** **Position Type: Full-time** **About Us**: Jet Bridge is an Airports Council International (ACI) World Business Partner that began operations in 2021 with the perspective of offering niche aviation training. After successfully...