Lead - Customer Experience & Quality

Adani Group; Mumbai; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Adani Group seeks a Lead for Customer Experience & Quality to oversee CX initiatives and quality management across airport terminals. You will implement service standards, monitor performance, and drive improvements in the passenger journey while managing a team of CX professionals.

The role emphasizes data-driven decision making, collaboration with multiple departments, and ensuring ISO 9001 alignment to enhance service delivery and stakeholder satisfaction.

Qualifications

• Bachelor’s degree in Aviation, Hospitality, Business Management, Quality Management or a related field.
• 10+ years of experience in customer experience, quality management, or operations within aviation, hospitality, or service industries.
• Certifications like CCXP, Lean Six Sigma, ISO 9001 Lead Auditor or Internal Auditor are a plus.

Responsibilities

• Lead execution of customer experience initiatives and quality management within airport terminals.
• Implement service standards and monitor performance to drive improvements.
• Collaborate with departments to meet and exceed CX goals and manage a CX team.
• Drive ISO 9001 certification and maintain quality systems.

Skills

Customer Experience Management

CRM Systems

Data Analysis

Quality Assurance

Regulatory Compliance

Education

Bachelor’s degree in Aviation/ Hospitality/ Business Management/ Quality Management

Tools

CRMS

Job description

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 strong 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 Certification and Quality System Oversight: Drive the pursuit and maintenance of ISO 9001 certification by coordinating certification requirements and implementing periodic reviews.
• Lead other quality-related initiatives, ensuring continuous alignment with ISO and organizational standards for enhanced customer experience.
• Service Excellence and Customer Insights Management: Leverage industry best practices and customer feedback to lead continuous improvement efforts, introducing tools and technologies such as CRM, telephony, and workforce management systems to create cost-effective, SLA-aligned operations.
• Lead the Voice of Customer (VoC) program to gather and analyze feedback, proactively addressing service gaps, implementing preventive measures, and driving actionable insights to enhance terminal services and amenities.
• Develop and present improvement plans to the leadership team, incorporating innovative technologies and strategies to advance passenger experience and align with service excellence goals.
• Reporting and Documentation: Prepare reports on CX metrics, customer feedback trends, and service quality audits for senior management.
• Set benchmarks for response times, service efficiency, and passenger satisfaction, ensuring continuous progress toward targets.
• Document and track progress of CX initiatives and their impact on customer satisfaction levels.
• Regularly update manuals, SOPs, and training materials to reflect best practices in customer experience and quality management.
• Stakeholder management: Build and maintain strong relationships with internal and external airport stakeholders to enable a seamless passenger experience and ensure operational efficiency.
• Collaborate closely with partners across the airport to avoid service disruptions and proactively resolve potential issues.
• Team Supervision and Development: Lead, inspire, and coordinate functional and cross-functional teams, creating a culture of motivation and engagement.
• Oversee recruitment, training, and ongoing development of all customer-facing staff in collaboration with HR, Learning & Development, and training delivery teams.
• Observe and mentor customer experience associates, ensuring high standards in grooming, conduct, and etiquette during guest interactions.
• Key Stakeholders - Internal: Head - Customer Experience & Quality Terminal Operations Team Marketing & Communications IT & Digital Transformation Safety & Security Teams Facilities Team Non-Aero Team Compliance & Regulatory Affairs Engineering and Maintenance Legal and Risk Management Teams IT Team Key Stakeholders - External: Regulatory Authorities (DGCA, AAI MOCA) Airlines and Airport Partners External Quality Agencies Ground Handling Services Security Agencies Customer Feedback Platforms and Survey Agencies Agencies and Vendors

Technical Competencies

• Customer Experience Management-AAHL,Customer Relationship Management System (CRMS)-AAHL,Data Analysis and Interpretation-AAHL,Data-Driven Decision Making-AAHL,Documentation and Reporting-AAHL,Emerging Technology Synthesis-AAHL,Incident Management-AAHL,Quality Assurance-AAHL,Regulatory Compliance-AAHL,Service Quality Improvement-AAHL

Qualifications and Experience

• Educational Qualifications: Bachelor’s degree in Aviation, Hospitality, Business Management, Quality Management or a related field.
• Work Experience: 10+ years of experience in customer experience, quality management, or operations within aviation, hospitality, or service industries.
• Certifications like Certified Customer Experience Professional (CCXP), Lean Six Sigma Green or Black Belt, ISO 9001 Lead Auditor or ISO 9001 Internal Auditor certification is a plus.