Purpose/Objective

Lead - Customer Experience & Quality is responsible for overseeing the execution of customer experience initiatives and quality management within airport terminals.
This role involves implementing service standards, monitoring performance, and driving improvements in service delivery.
The Lead collaborates with various departments to ensure that the airport's customer experience goals are met and exceeded, while also managing a team of customer experience professionals.

Key Responsibilities of Role

Operational Excellence & Strategy Alignment: Assist in executing the airport’s customer experience strategy by implementing initiatives that improve passenger satisfaction and ensure a consistent customer journey.
Manage day-to-day operational performance, monitor passenger journey touchpoints to identify areas for improvement and ensure seamless and enjoyable passenger experience.
Develop a data-driven, metrics-focused approach to evaluate and innovate operational processes, ensuring measurable improvements and a robust ROI.
Customer Experience Improvement:



Act as the Voice of the Customer, championing initiatives that prioritize customer needs and improve their journey across the airport.
Drive brand advocacy and loyalty by fostering a proactive, first-class customer experience and promoting change where necessary to support customer satisfaction.
Regularly observe service gaps, learn from past experiences, and anticipate future guest needs to continuously improve processes, infrastructure, and overall service.
Internal Auditing and Compliance Assessment: Manage routine internal audits and vendors conducting such audits to ensure operational and service-related compliance with relevant regulations.
Manage audit follow-ups, working with departments to address non-compliance issues through corrective and preventive actions.
Collaborate with the Quality Assurance team to address issues related to service delivery, passenger comfort, and amenities.
ISO

📌 Lead - Customer Experience & Quality (Mumbai)
🏢 Adani Group
📍 Mumbai