Role summary
Lead and develop initiatives that enhance overall passenger experience, airport ranking, passenger satisfaction, resolving journey pain-points and complaints. Drawing on industry best practices based on research and results analysis, foster a culture of customer-centricity and brand advocacy for DACO.
Responsibilities
- Develop and lead implementation of comprehensive customer experience strategy for DACO, ensuring alignment with organizational and strategic goals
- Drive initiatives to optimize customer interaction lifecycle management, enhancing operational efficiency and supporting DACO's long-term objectives
- Establish key performance indicators to monitor and evaluate effectiveness of customer experience practices, ensuring continuous improvement and strategic alignment
- Develop passenger personas through research and data collection of demographics, travel behaviours and travel purposes. Continuously refine profiles based on collected data to adapt to new traveller needs
- Identify all touchpoints passengers encounter with DACO's airports from home to map journeys and identify improvement areas and introduce innovative solutions
- Utilize passenger feedback, survey results and analytics to gain insights into trends, customer needs and preferences, making informed decisions enhancing overall experience
- Direct analysis of passenger experience reports from external entities such as GACA, SKYTRAX, ACI and Tourism Authority, ensuring actionable insights are derived and implemented
- Ensure continuity of DACO's membership and participation in Voice of Customers programs, including surveys, customer experience accreditation or future programmes
- Ensure effective handling and timely resolution of complaints through various channels including GACA portal, digital channels and social media
- Monitor progress of complaint resolutions, ensuring timely and effective solutions are implemented and complaints officially closed upon thorough verification
- Guide categorization and organization of feedback from passenger experience reports by function, ensuring targeted actions are taken
- Ensure provision of actionable insights and recommendations to address pain points, coordinating with responsible departments for corrective actions
- Evaluate audit visit observations and notes, organizing by function and ensuring comprehensive action plans are developed and executed
- Oversee monitoring and implementation of GACA's programme requirements including SQS, Customer Satisfaction, Customer Complaints and GACA observations
- Develop and nurture partnerships with key stakeholders including internal departments, external agencies and service providers to enhance customer experience
- Collaborate with vendors and service providers to negotiate contracts and secure optimal solutions for customer experience needs
- Ensure alignment of customer experience initiatives with organizational goals and regulatory requirements, including industry standards compliance
- Lead, mentor and develop high-performing customer experience team, fostering culture of excellence, accountability and continuous improvement
- Set clear performance expectations for team members, providing regular feedback and support to encourage growth and development
- Design and implement training programme plans to enhance skills and knowledge of customer experience team for evolving industry challenges
- Ensure team members adhere to DACO's values and customer experience department policy and procedures
- Supervise financial planning and budgeting within department by tracking expenditures and financial performance, ensuring adherence to budgetary guidelines
- Manage departmental resources by assessing needs, allocating budgets and optimizing utilization for efficient operations and maximum return on investment
- Monitor financial performance of customer experience initiatives, identifying cost-saving opportunities and implementing measures to achieve financial targets
- Drive innovation in customer experience by adopting new technologies and best practices, ensuring DACO remains at forefront of industry advancements
- Continuously assess and improve customer experience processes to enhance efficiency, effectiveness and alignment with strategic objectives
- Encourage culture of continuous improvement within team, actively seeking and implementing feedback and ideas for process enhancements
Qualifications
- Bachelor's degree in Business Administration or equivalent
- Minimum 12 years total experience in customer service and/or customer experience management or similar field within aviation or service industry with significant portion in management or leadership role
Requirements
- ACI Training Certificates or Customer Experience Professional Certificates
- Arabic and English language proficiency Level C
Education
Bachelor's degree
Experience
12 years
Skills
- Customer experience management
- Strategic leadership
- Data analysis
- Project management
- Team leadership
- Complaint management
- Customer research
- Financial planning and budgeting
Education · Experience · Type
Bachelor'sRequires 12+ yearsSalary not stated