Job Outline:

• 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 Corporate Communications, Marketing and Brand (CCMB).
• 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 for all the projects related to the service experience and implements the brand 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 service excellence and 7 stars 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 (CASA), 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 introduction of new fleets and retrofit planning this includes lliaising with technical teams to ensure design inputs are feasible in terms of service, safety, quality control and commercial viability.

Education:

• Degree or Honours (12+3 or equivalent) 

Experience: 

• In-Flight Service.In-flight Catering / Hospitality : 12+ Years
• Relevant experience in on the areas of Airline Guest Experience and product design - 5 Years
• Preferably holds experience in airline flight operations position - 7 Years 
• Preferably holds experience in Cabin Crew Training management function - 3 Years

Knowledge / Skills:

• Delivery of large cross-functional projects across several stakeholders and departments with a key focus on customer experience
• 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 Business, Communication experience preferred.
• Excellent client-facing and internal communication skills
• Educated to degree level or have equivalent work experience
• Program management qualification and/or relevant expertise
• Understanding of airline regulatory environment and restrictions
• Broad understanding of airline planning and operations
• Experience of managing 3rd party supplier contracts and service level agreements
• Hospitality industry experience
• Experience of product design development