Chief Guest Experience Officer
Oman Air
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Job summary
Oman Air is seeking its first Chief Guest Experience Officer (CGEO) to own the end-to-end guest journey across all touchpoints. This executive role will define standards, drive a guest-centric culture, and ensure hospitality authenticity across pre-travel, airport, inflight, and post-travel experiences.
The CGEO will lead the Voice of the Guest, customer insights, and service design initiatives, embedding Oman Air’s heritage into premium guest experiences while balancing safety, regulatory
Qualifications
- Bachelor’s degree in Business Administration, Aviation Management, Hospitality, Customer Experience, Marketing, Service Management, or related field.
- Master’s degree or MBA is preferred.
- Professional certification in customer experience, service excellence, design thinking, Lean, Six Sigma, business transformation, or related discipline is preferred.
Responsibilities
- Lead guest experience strategy and transformation at Oman Air.
- Drive service culture and hospitality excellence across all touchpoints.
- Own Voice of the Guest program and NPS governance with executive sponsorship.
- Oversee end-to-end guest journey design including pre-travel, airport, inflight and post-travel.
- Ensure service standards and audits across lounges, airports, and cabin experience.
Skills
Education
Job description
Muscat, Oman | Executive Leadership Role
At Oman Air, we believe exceptional journeys are built on exceptional experiences.
As we continue our transformation journey, we are seeking our first‑ever Chief Guest Experience Officer (CGXO) to lead the next evolution of the Oman Air guest experience.
This newly created executive role will take ownership of the end-to-end customer journey, ensuring every interaction reflects our commitment to excellence, consistency and genuine Omani hospitality.
This is a rare opportunity to shape a newly created chief-level function and have a direct impact on the future direction of Oman Air.
Join us as we build on our heritage of Omani hospitality and create an even more seamless, distinctive and memorable experience for our guests.
The Chief Guest Experience Officer (CGEO) is responsible for defining, governing, and continuously improving Oman Air's end-to-end Guest Experience across every interaction point throughout the Guest journey.
The role serves as the executive custodian of the Guest Voice, Omani Hospitality Promise, and Oman Air Service Culture, ensuring that every interaction reflects the warmth, generosity, authenticity, and heritage of the Sultanate of Oman while delivering world‑class service standards.
The CGEO will drive a guest‑centric culture across the organization by integrating service excellence, journey design, customer insights, innovation, quality standards, and service recovery into one enterprise‑wide agenda.
Ensuring Oman Air delivers a seamless, distinctive, premium, and authentically Omani hospitality experience while balancing operational efficiency, financial sustainability, safety, and regulatory compliance.
The Chief Guest Experience Officer shall:
- Lead the Voice of the Guest at Executive Committee level.
- Position Oman Air as a leading global airline for Guest Experience and service excellence.
- Embed Omani hospitality and heritage into every stage of the guest journey.
- Drive improvements in customer satisfaction, loyalty, advocacy, and premium brand perception including the NPS results.
- Ensure consistency of service delivery across all customer touchpoints.
- Lead enterprise‑wide Guest Experience transformation campaigns.
- Drive innovation that enhances guest satisfaction and operational effectiveness.
- Protect and strengthen Oman Air's premium brand proposition.
- Develop a service culture where every employee contributes to the guest experience.
- Delivering sustainable commercial value through enhanced guest loyalty and retention.
- Develop and execute the Oman Air Guest Experience Strategy.
- Establish enterprise‑wide Guest Experience principles and standards.
- Define long‑term Guest Experience priorities and transformation roadmaps.
- Ensure alignment between Guest Experience initiatives and corporate objectives.
- Lead annual Guest Experience planning and prioritization processes
- Serve as the executive sponsor for all Guest Experience programs.
Define and own the complete guest journey including:
Pre-Travel
Airport Experience
Inflight Experience
Post-Travel Experience
- Establish and lead the enterprise Voice of the Guest program.
- Own Net Promoter Score (NPS) strategy.
- Govern customer satisfaction measurement.
- Review guest feedback daily.
- Ensure closed‑loop follow‑up on guest concerns.
- Present monthly Guest Insights reports.
- Lead guest research and market perception studies.
- Introducing innovative guest experiences.
- Evaluate emerging technologies that enhance customer experience.
- Ensure guest‑centricity is embedded into digital transformation programs.
- Sponsor pilot programs and service innovations.
- Define service standards across all guest touchpoints.
- Lead service audits and compliance reviews.
- Monitor service consistency.
- Drive root cause analysis of recurring service failures.
- Oversee corrective action implementation.
- Own customer complaint management strategy.
- Define service‑recovery frameworks.
- Ensure timely resolution of guest complaints.
- Monitor guest recovery effectiveness.
- Identify recurring service breakdowns and eliminate root causes.
- Airport service standards
- Lounge standards and concept.
- Cabin service philosophy
- Inflight product standards
- Food & beverage concepts
- Guest comfort initiatives
- Special meal experience
Operational execution remains with the respective accountable departments whilst standards ownership remains with the CGEO.
- Partner with People Department on guest‑service training and recognition programs.
- Embed accountability for guest outcomes.
- Support leadership development programs focused on hospitality excellence.
- Promote customer‑centric decision making at all levels.
- Increase loyalty participation and engagement.
- Revenue growth.
- Enhance ancillary revenue opportunities.
- Improve overall customer lifetime value.
- Ensure Guest Experience investments deliver measurable ROI.
- Serve as a member of Executive Committee.
- Chair any Guest Experience Committees.
- Present Guest Experience performance at Board and Committee forums.
- Provide executive recommendations on customer‑related investments.
- Lead cross‑functional initiatives requiring alignment across Commercial, Operations, Digital, Airports, Cabin Crew, Engineering and Finance.
The CGEO owns the guest promise and experience outcomes but not all underlying delivery resources. The role works with defined lines with Commercial, Operations, People, Digital & Technology, Finance, Safety, Procurement and service partners. The Chief Commercial Officer remains accountable for network, revenue, pricing, sales, distribution, loyalty economics and commercial performance. The Chief Operating Officer remains accountable for safe, reliable and efficient operations. The Chief Financial Officer retains financial governance, affordability and benefits validation. Safety, security and regulatory requirements are non‑negotiable.
- Bachelor’s degree in Business Administration, Aviation Management, Hospitality, Customer Experience, Marketing, Service Management, or a related field.
- Master’s degree or MBA is preferred.
- Professional certification in customer experience, service excellence, design thinking, Lean, Six Sigma, business transformation, or related discipline is preferred.
- Minimum 20 years of progressive leadership experience, including at least 10 years in aviation, travel, hospitality, luxury service, customer experience, or a related premium service sector.
- Proven senior executive experience in leading guest/customer experience strategy, transformation, service culture, digital experience, or customer operations in a complex, multi‑channel environment.
- Strong track record of improving customer experience metrics, service quality, brand perception, loyalty, retention, and commercial outcomes.
- Experience working with executive committees, board‑level governance, regulators, strategic partners, and large cross‑functional teams.
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