Customer Experience Expert

Company Overview

Operational Responsibilities

• Design and implement customer satisfaction surveys and feedback forms.
• Conduct in-depth interviews and focus group discussions with passengers.
• Utilize social media channels and electronic platforms to collect customer feedback in real time.
• Analyze customer feedback data to identify trends, issues, and areas for improvement.
• Prepare detailed reports on customer experience metrics, including Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).
• Present findings and results to senior management and relevant departments.
• Collaborate with design teams to create user-friendly customer touchpoints such as signage, websites, and mobile applications.
• Develop customer journey maps to identify improvement opportunities and enhance the overall customer experience.
• Propose enhancements to airport facilities and services based on customer insights.
• Work with operational teams to streamline processes, reduce waiting times, and improve service delivery.
• Develop and update Standard Operating Procedures (SOPs) for customer-facing roles.
• Implement quality assurance protocols to ensure consistent service standards.

Additional Responsibilities

• Organize and facilitate training workshops for frontline employees on customer interaction techniques.
• Monitor employee performance and provide guidance to improve customer engagement skills.
• Act as the voice of the customer and advocate for customer-centric policies and practices.
• Respond to customer complaints and inquiries in a timely and professional manner and ensure resolution.
• Create and maintain a knowledge base of frequently asked questions and service-related issues.
• Partner with marketing teams to promote customer experience initiatives and programs.
• Collaborate with IT teams to enhance technological solutions such as chatbots and mobile applications.
• Coordinate with Facilities Management to ensure a clean and welcoming airport environment.
• Review and evaluate the effectiveness of customer experience initiatives on a regular basis.
• Establish standards and targets for customer experience metrics.
• Organize customer engagement activities such as passenger appreciation days and feedback forums.
• Build relationships with community stakeholders and local businesses to strengthen airport reputation and customer satisfaction.

Qualifications & Experience

• Bachelor's degree in Business Administration, Hospitality Management, or a related field.
• More than 6 years of experience in a similar field.
• Proficiency in both Arabic and English.