Lead Innovation Officer

Aviation Indeed™️; Delhi; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A leading airline company is seeking a Lead Innovation Officer to understand customer journeys and drive innovative solutions. This role involves collaborating with various teams to enhance customer experience through process improvements. The candidate must have over 8 years of relevant experience and a graduate degree. Responsibilities include training staff and ensuring successful implementation of new processes without any recruitment fees charged to candidates.

Qualifications

• 8+ years of relevant experience in process innovation.
• Experience in coordinating with multiple teams for customer experience.
• Ability to design and implement process changes.

Responsibilities

• Drive process innovation to enhance customer experience.
• Collaborate with teams to resolve customer issues.
• Train staff on new processes and solutions.

Skills

Process Innovation

Collaboration

Customer Experience Design

Education

Graduate

Job description

Overview

Job Title: Lead Innovation Officer
Industry: Airline
Location: Gurgaon
Job Type: Full Time
Minimum Qualification: Graduate
Experience: 8+ years of relevant experience

Job Purpose: Understand the overall customer-journey and drive innovation in new processes and solutions to address issues/challenges faced by customers on a regular basis - Support in driving the implementation of programs and policies while having a creative outlook towards problem solving.

Key Accountabilities

Driving Process Innovation:

• Understand thoroughly all potential customer touchpoints to design innovative processes for enhanced customer experience
• Collaborate with Airport Operations and Customer Analytics teams to understand major customer issues; work closely with Airport Ops team to design solutions to address the same
• Collaborate with CX&GH digital teams on suggesting design & process changes
• Keep abreast of processes and policies implemented by industry peers to improve customer experience in the organization

Functional Responsibilities

• Coordinate with the Process Design Leads to understand current systems & processes and follow customer insights closely, future action plans and assist the development of new and improved processes
• Identify potential areas where customer experience can be improved, either through a digital or manual intervention in the process; work with the relevant stakeholders to design a solution for the same
• Assist on the execution of process changes/enhancements and record changes in customer behavior, habits, experience; execute large scale implementation if pilot is successful
• Design influential communications and collaterals required to inform the right stakeholders (Airport Staff, Cabin Crew, etc.) about changes and their impact on the customer journey
• Train relevant employee groups on driving and implementing innovative solutions and processes on ground

Team Management

• Provide direction and advice to the direct reports in performing their delegated responsibilities
• Oversee the overall performance of direct reports and ensure and ensure KPI’s are well communicated and monitored

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