What you will do: 

• Lead the continuous enhancement of the onboard Service and Product Experience and develop in-flight service standards, this includes product CMF (Colour, Material, Finish) and pattern standards for all onboard products in collaboration with our Corporate Communications, Marketing and Brand (CCMB) department.
• Lead the development and maintenance of product roadmaps. Responsible for the implementation of the design vision and lifecycle of onboard equipment, products, cabin interior and all projects related to the service experience and implementation of the brand's hospitality vision throughout all guest touchpoints.
• Develop and enhance all Service Delivery standards and manuals for all guest services whilst maintaining an elevated level of knowledge of company policies and procedures, regulations, and operations specifications. Accountable for the highest level of service excellence and 7-star standard.
• Drive the planning and coordination of onboard service experience initiatives, leveraging data driven insights and passenger feedback to continuously refine and enhance the overall travel experience. This involves analysing internal reports, market trends, identifying opportunities for improvement, and implementing initiatives to elevate customer satisfaction and loyalty.
• Partner with Service Delivery Leaders (Cabin Crew Training, Cabin Crew Management and In-flight Entertainment, Connectivity and Retail) to ensure consistent and effective communication, alignment and support on enhancement and development of cabin procedures and product offerings.
• Collaborate closely with cross-functional teams to ensure seamless integration and execution of cabin product strategies to uphold the standards. Especially with the introduction of new fleets and retrofit planning, this will include liaising with technical teams to ensure design inputs are feasible in terms of service, safety, quality control and commercial viability.

To be considered for the role, you must meet the below requirements:

• Completed Degree or Honours (12+3 or equivalent), in a relevant field of study. 
• 12+ years of experience in In-Flight Service, In-flight Catering / Hospitality. 
• A minimum of 5 years of experience in airline guest experience and product design.
• 7 years of experience in an airline flight operations position is preferred.

The below-preferred skills will give you a competitive edge:

• 3 years of experience in cabin crew training or management, is considered an asset.
• A program management qualification and/or relevant expertise.
• Experience delivering large cross-functional projects across several stakeholders and departments with a key focus on customer experience.
• Experience of product design development.
• Hospitality industry experience.
• Experience managing 3rd party supplier contracts and service level agreements.
• Profound knowledge of service, hospitality, design, and technology in the aviation industry.
• Knowledge and experience in understanding the multifaceted aspects of delivering a unique guest experience (Technology, Guest Experience, Sales, Brand, and Marketing).
• Strong entrepreneurial and strategic thinking as well as analytical skills.
• Solid organizational skills including attention to detail and multi-tasking skills.
• Excellent client-facing and internal communication skills. Business communication skills is preferred.
• Understanding of airline regulatory environment and restrictions.
• Broad understanding of airline planning and operations.