Accountabilities

• Ground‑Experience Design – Create service blueprints, SOPs, and guest‑journey maps for all airport touchpoints; align with brand, safety, and regulatory standards.
• Project Leadership – Lead/co‑lead cross‑functional teams (Airport Ops, Facilities, Catering, IT, Commercial) to design, test, and implement new lounges, fast‑track, and disruption‑care solutions.
• Performance & Improvement – Define KPIs (e.g., wait times, NPS), run audits, analyse data, and drive corrective actions for service gaps.
• Vendor & Partner Management – Specify service levels, support tender evaluations, and monitor ground‑handling and lounge providers.
• Technology Enablement – Champion digital tools (self‑service, biometrics, real‑time ops dashboards) that enhance flow and guest control.
• Budget & Business Cases – Build and track cost‑benefit models for new initiatives in partnership with Finance and Procurement.

Education & Experience

• Bachelor’s in Aviation, Hospitality, Business, or related field (Master’s preferred). 
• 7+ yrs airport ground‑service or premium hospitality experience, incl. ≥ 3 yrs in project/service‑design roles.
• Proven track record in blueprinting guest journeys, leading cross‑functional projects, and managing third‑party service providers.