Head of Guest Experience

Role Objective

The Head of Customer Experience will lead and manage the airline's end-to-end customer journey, ensuring exceptional

service delivery across inflight, ground, and product touchpoints. This role will be responsible for defining and implementing

service standards, overseeing inflight and ground operations (including lounges), and driving product innovation — from inflight entertainment (IFE) to cabin design. The position will also play a key role in shaping guest experience strategy for fleet expansion projects, ensuring new aircraft configurations and onboard products meet brand and service expectations.

Duties and Responsibilities:

Key Responsibilities:

1. Customer Experience Strategy & Leadership

• Develop and execute the airline's guest experience strategy, ensuring alignment with brand values and commercial goals.

• Lead initiatives that enhance every stage of the guest journey, from booking to arrival, to deliver a seamless and premium experience.

• Establish and maintain measurable guest service standards for in-flight and ground operations.

• Ensure consistent brand presence across all customer touchpoints in airports and aircraft, including staff uniforms, signage, and ambience.

1. Inflight Service Management

• Oversee in-flight service delivery, ensuring consistency in quality, hospitality, and safety.

• Lead in flight planning including service timing and coordination with operations.

• Oversee catering design for food and beverage offerings, ensuring they meet brand standards and customer expectations.

• Manage the selection and quality of inflight amenities to enhance passenger comfort and satisfaction.

• Define and implement service protocols, training, and performance standards for cabin crew.

1. Ground Service & Lounge Management

• Define airport ground service protocols and standards and ensure seamless execution across touchpoints including check-in, pre-boarding, and boarding, in alignment with premium service standards.

• Lead the management of owned lounges, ensuring they operate as profitable revenue streams while delivering premium guest experiences.

• Develop and manage strategic partnerships with third-party lounges and VIP collectives, securing commercially attractive agreements that enhance guest benefits and brand presence in key markets.

• Collaborate with airport authorities and service providers to ensure operational excellence and service consistency

1. Product Development, Innovation & Experience

• Lead the design, development, enhancement, and continuous innovation of customer-facing products and services, including inflight entertainment (IFE), connectivity solutions, cabin comfort, and digital experiences.

• Identify and introduce innovative product and service initiatives that differentiate the airline and elevate the guest

experience.

• Partner with catering, supply chain, IT, and commercial teams to create unique, market-leading offerings.

• Manage strong partnerships with aircraft ecosystem partners such as aircraft manufacturers (e.g., Boeing), seat

manufacturers, inflight entertainment systems providers, and other key suppliers to ensure seamless integration and guest experience excellence.

1. Fleet Expansion & Cabin Design

• Collaborate with engineering, supply chain, and commercial teams on fleet expansion and cabin configuration projects.

• Ensure new aircraft designs exceed guest expectations for comfort, aesthetics, and functionality.

• Lead decisions on seating, lighting, IFE integration, and premium cabin concepts.

1. Customer Insights, NPS & Continuous Improvement

• Own the airline's Net Promoter Score (NPS) program, ensuring systematic collection, analysis, and reporting of guest

feedback.

• Oversee the design and implementation of cross-departmental initiatives to improve NPS and overall guest

satisfaction.

• Use guest feedback, surveys, and market research to identify improvement opportunities.

• Implement data-driven changes to enhance service delivery, product offerings, and guest satisfaction.

• Monitor industry trends and competitor initiatives to keep the airline's guest experience competitive and innovative.

1. Team Leadership & Stakeholder Collaboration

• Lead, inspire, and develop a high-performing customer experience team across inflight, ground, lounge, and product functions.

• Foster strong collaboration with operations, marketing, sales, digital, and engineering departments.

• Perform any other related tasks as assigned by – Brand, Guest Experience & Loyalty VP– Brand, Guest Experience & Loyalty.

KEY INTERACTIONS:

Internal

• All Departments

➢ Working in close collaboration

1. External

• Aircraft manufacturers

• Seat manufacturers

• Inflight entertainment providers

• Content providers

• Airport service providers

• Catering providers

MINIMUM EDUCATION, QUALIFICATIONS & SKILLS:

Qualifications:

• Bachelor's degree in business administration, Aviation Management, Hospitality, or related field (added advantage).

• 10-12 years' experience in customer experience, service delivery, or product management within aviation.

• Proven leadership in managing inflight service, ground operations, lounge management, and product development.

• Experience in lounge revenue generation and partnership development with thirdparty hospitality providers.

• Strong understanding of IFE systems, cabin design, and fleet expansion processes.

• Exceptional project management, commercial, and negotiation skills.

• Solid financial acumen and budget management capabilities

Special Skills & Knowledge:

Strategic vision with operational execution ability

• Commercially driven with strong revenue focus

Customer-centric leadership style

• Strong communication and stakeholder management

• Innovation and creativity in service/product development

• Analytical thinking and data-driven decision making

• Ability to lead change and transformation initiatives

KPIs / Measures of Success:

Improvement in Net Promoter Score (NPS) and customer satisfaction metrics

• Consistency and quality of service delivery across all touchpoints

• Revenue performance of owned lounges

• Number and value of strategic lounge partnerships secured

• Successful introduction of innovative products and service enhancements

• On-time and on-budget delivery of fleet expansion and cabin projects

• Lounge utilization and satisfaction rates

• Inflight entertainment engagement and satisfaction levels

• Strong, collaborative relationships with aircraft ecosystem partners resulting in seamless product integration.