Customer Experience Leader-Airports

3 days ago


Bhubaneswar Orissa, India Jet Brigde Full time ₹ 3,60,000 - ₹ 5,40,000 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



  • Bhubaneswar, Orissa, India Tatwa Technologies Ltd Full time ₹ 96,000 - ₹ 1,20,000 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:...

  • Aircraft Mechanic

    14 hours 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...

  • Travel Executive

    8 hours ago


    Bhubaneswar, Orissa, India Royal collection hotels and resorts Full time ₹ 1,44,000 - ₹ 2,40,000 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...


  • Ahmedabad, Jaipur, Bhubaneswar, India ********** Full time

    Job Description Description We are urgently hiring for the role of AirTicketing Confirmation Executive at our airport operations in India. This position is ideal for freshers/entry-level candidates looking to start their career in the aviation industry. Responsibilities - Confirming air ticket bookings for customers. - Handling customer inquiries and...


  • 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...

  • Accounts Executive

    2 weeks ago


    Bhubaneswar, Bhubaneswar, Orissa, India MR Corporate Services Pvt Ltd Full time

    Responsibilities - Should know Tally - Should have good experience in Accounts/Payment - 2) Daily update Cash Book/Day Book/Transaction Report - Should Very good in Billing and Banking transaction. - Analyzed Financial Statements against forecasts and prepared high level variance analysis. - Developed Innovative Macros in Excel to improve the process...


  • 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...


  • Bhubaneswar, Orissa, India Alfa Maxworth Private Limited Full time

    **Job Title**: Customer Relationship Officer **Location**: Bhubaneswar ,In Office **Department**: Customer Service / Relationship Management **Reports to**: Customer Relationship Manager / Head of Customer Experience **Employment Type**: Full-Time **Job Summary**: The Customer Relationship Officer is responsible for managing and nurturing long-term...


  • Bhubaneswar, Orissa, India Clogic Softtech LLP Full time ₹ 88,800 - ₹ 12,00,000 per year

    About the RoleWe are seeking a proactive and customer-focused Customer Relationship Executive to be the key point of contact for our clients. This role involves understanding customer needs, resolving issues, handling complaints, and ensuring a positive customer experience to drive loyalty and satisfaction.Key ResponsibilitiesManage a portfolio of customers...


  • Bhubaneswar, Orissa, India Clogic Softtech LLP Full time ₹ 34,289 - ₹ 3,42,892 per year

    About the RoleWe are looking for a proactive and customer-focused Customer Support Executive to join our team. In this role, you will be the first point of contact for our customers, helping resolve queries, providing product/service information, and ensuring a positive customer experience. The ideal candidate has excellent communication skills, patience,...