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Head of Passenger Experience Strategy

2 weeks ago

Singapore Apt Resources Full time

Apt Resources is looking for a highly skilled professional to lead the development of end-to-end customer journeys in the airlines industry. As Global Customer Journey Lead, you will be responsible for driving the airline's vision forward through the creation of seamless and personalized passenger experiences.

The ideal candidate will possess a deep understanding of hospitality processes, procedures, and standards, as well as advanced knowledge of F&B and onboard services. They will have over 10 years of experience in translating brand vision into tangible and implementable product and service concepts at a major international airline.

Key responsibilities include analyzing CRM data to meet customer expectations, setting and implementing KPIs to drive continuous improvement, and ensuring products and services align with brand values. The successful candidate will also be responsible for fostering a customer-centric design team and ensuring synergies between inflight and ground services.

  • Analyze CRM data to meet customer expectations
  • Set and implement KPIs to drive continuous improvement
  • Foster a customer-centric design team
  • Ensure synergies between inflight and ground services