Job Description

About the Role

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Air India Express is seeking an experienced Senior Manager – Service Quality & Customer Experience to lead the airline's service quality governance, mystery audit programmes, CX assurance, and external ratings readiness. This role will drive continuous improvement across the customer journey by transforming service quality insights into measurable business outcomes.

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Working closely with Inflight, Ground Operations, Training, Catering, and Commercial teams, the incumbent will help strengthen a guest-centric culture and elevate service standards across the network.

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Key Responsibilities

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Service Quality & Audit Governance

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- Lead and enhance the airline's Mystery Guest Programme across booking, airport, inflight, disruption handling, loyalty, and post-flight journeys.
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- Develop and manage audit frameworks, scorecards, and service quality standards.
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- Oversee cabin and ground service quality audits across fleets, bases, and operational touchpoints.
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- Manage external audit partners and build internal audit capabilities.
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CX Intelligence & Reporting

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- Own service quality dashboards integrating audit findings, customer feedback, NPS/CSAT, complaints, and external ratings.
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- Conduct root-cause analysis and identify improvement opportunities across operations, training, routes, and partners.
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- Deliver actionable CX insights and executive-level reports to leadership teams.
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External Ratings & Benchmarking

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- Lead airline readiness for Skytrax, APEX, and similar external assessments.
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- Drive closure of identified gaps and continuous improvement initiatives.
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- Monitor industry benchmarks and emerging service quality trends.
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Standards & Continuous Improvement

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- Partner with cross-functional teams to define and enhance Service Delivery Standards.
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- Drive enterprise-wide customer experience improvement initiatives.
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- Establish a robust audit-to-action f

📌 Senior Manager (Gurugram)
🏢 Air India Express
📍 Gurugram