Global Cargo Customer Experience Lead

Emirates Airlines - Other locations; Dubai; On-site; AED 300,000 - 420,000; Full time

Benefits offered by this job

Travel benefits

Healthcare

Life insurance

Transport benefits

Job summary

Emirates SkyCargo in Dubai seeks a Customer Experience Manager to lead the end-to-end CX strategy for our cargo network, aligning touchpoints and delivering value for customers.

You will embed CX frameworks, drive VoC programs with cross-functional partners, and collaborate with CCM&B to maintain global CX standards, while promoting a customer-first culture.

Join a tax-free salary with extensive travel benefits and healthcare as part of Emirates' commitment to growth and exceptional service.

Qualifications

• Bachelor's Degree or Honours with 8+ years in Business Administration, Aviation, Logistics, or related field.
• Experience in Commercial, customer experience, Sales, Project Management or other related business functions
• Proven experience in developing and implementing customer experience initiatives, with strong stakeholder engagement and project management capabilities
• Experience with managing cross-functional initiatives and engaging with stakeholders across multiple business functions

Responsibilities

• Own and shape the end-to-end SkyCargo customer experience by identifying and improving key journey touchpoints, with a strong focus on proactive experience design and continuous enhancement.
• Define and embed customer experience frameworks, standards, and governance to ensure consistent, customer-centric interactions and high-quality service delivery across the network.
• Work with the Corporate and Customer Experience Planning (C&CX) Research team to drive Voice of Customer (VoC) and customer insight programmes by leveraging insights to identify customer pain points, drive service improvements, and enhance end-to-end customer journeys in partnership with key SkyCargo functions, including Product, Operations, and Commercial teams, as well as Corporate Communications, Marketing & Brand department (CCM&B).
• Collaborate with CCM&B to establish and maintain global customer experience standards (including visual and service guidelines), enabling consistent application through alignment and collaboration with stakeholders.
• Champion a customer-first mindset by influencing leadership behaviours and embedding customer considerations into decision-making and operational planning.
• Build long-term customer experience capability related to SkyCargo by recommending best practices, providing guidance and enabling teams across the network to strengthen ownership of customer experience at source.

Skills

Stakeholder management

Analytical thinking

Project management

Education

Bachelor's Degree or Honours

Job description

Emirates SkyCargo in Dubai seeks a Customer Experience Manager to lead the end-to-end CX strategy for our cargo network, aligning touchpoints and delivering value for customers.

You will embed CX frameworks, drive VoC programs with cross-functional partners, and collaborate with CCM&B to maintain global CX standards, while promoting a customer-first culture.

Join a tax-free salary with extensive travel benefits and healthcare as part of Emirates' commitment to growth and exceptional service.