Trainer – Customer Centricity

Employment Type : Fixed Term Contract (3 Years)
Delivery Mode : Classroom, hub/station deployment, workshop simulations and blended learning support
Location and Travel : Delhi/Bangaluru/Pan-India travels as per rollout plan and station requirements
Primary Measure of Success : Consistent, high-quality delivery of the programme with solid learner engagement and measurable behavior adoption

2. Purpose of the Role
The Customer Experience Trainer will deliver the Air India Express Customer Experience training across frontline teams (Cabin Crew and Airport Services) and help embed customer-centric behaviors across the network.
CX trainers will be expected to deliver workshops, facilitate behavioral practice, support trainer certification, contribute to quality assurance, and protect programme consistency across locations.

3. Key Responsibilities

A. Programme Delivery
Facilitate experiential classroom sessions, activities, simulations, role plays, practice rounds and structured debriefs.




Deliver sessions independently or as part of the two-facilitator delivery model, depending on programme design.
Ensure consistent learner experience across various location across India.
Prepare thoroughly for each batch using facilitator guides, cue cards, activity instructions and programme resources.
Manage training batch logistics, stakeholder coordination, venue readiness, learner administration, and operational execution for smooth rollout of learning programmes.
Training Delivery Reporting, Analytics & Insights

B. Facilitation Excellence
Create a psychologically safe learning environment for diverse frontline employees.
Use adult learning principles to maintain high engagement and learner participation.
Demonstrate strong professional presence, classroom control, storytelling, and energy management.
Apply active listening, powerful questioning, neutrality, empathy and summarising skills during facilitation.
Manage challenging participant situati

📌 Trainer-Customer Centricity (Gurugram)
🏢 Air India Express
📍 Gurugram