Executive, Customer Experience

RESPONSIBILITIES

•    Develop and implement customer experience initiatives that enhance the overall passenger journey across all AirBorneo touchpoints.
•    Monitor, analyze, and report on customer satisfaction, feedback, complaints, and service performance metrics.
•    Evaluate, source, and recommend new products, services, and innovations that improve passenger experience and support AirBorneo's service excellence objectives.
•    Identify customer pain points and service gaps and coordinate improvement initiatives with relevant departments.
•    Produce customer experience performance reports and recommendations for management review.
•    Support the improvement of customer service standards, policies, and procedures across the organization.
•    Management of the end-to-end customer experience programme across all passenger touchpoints.
•    Collection, analysis and reporting of customer feedback, complaints, compliments and satisfaction data.
•    Identification and implementation of customer experience improvement initiatives.
•    Evaluation, sourcing and recommendation of new products, services and amenities that enhance passenger experience.
•    Development of customer journey maps and service enhancement recommendations.
•    Customer experience performance reports, dashboards and management presentations.
•    Benchmarking studies on airline industry best practices and emerging customer experience trends
•    Conduct regular benchmarking of AirBorneo's products and services against industry best practices and competitor offerings.
•    Evaluate and recommend new products, services, and enhancements that contribute to improved passenger satisfaction and brand perception.
•    Maintain effective collaboration with internal stakeholders to ensure customer experience initiatives are delivered as planned.
•    Improvement in Net Promoter Score (NPS) and customer loyalty indicators.
•    Timely resolution of customer complaints and feedback.
•    Successful implementation of customer experience improvement initiatives.
•    Delivery of customer experience reports and recommendations within agreed timelines.
•    Increased adoption and effectiveness of newly introduced customer products and services.
•    Conduct customer journey reviews to identify service gaps and pain points.
•    Engage with internal stakeholders to coordinate and implement customer experience improvements.
•    Research industry trends, emerging technologies, and competitor offerings relevant to customer experience.
•    Evaluate, source, and prepare recommendations for products, services, and initiatives that enhance the passenger experience.
•    Prepare reports, presentations, and business cases related to customer experience performance and improvement initiatives.
•    Monitor customer feedback received through surveys, social media, email, website channels, and other touchpoints.
•    Analyze customer feedback, complaints, compliments, and service trends to identify improvement opportunities.
•    Support customer experience campaigns, projects, and service enhancement programmes
•    Cross-functional collaboration with Airport Operations, Ground Handling, Cabin Services, Commercial, Marketing, and Digital teams to improve passenger experience.
•    Brand experience and service excellence programmes across all customer touchpoints.
•    Product and service evaluation, sourcing, and enhancement processes.
•    Service quality monitoring and performance assessment activities.
•    Customer communication and engagement initiatives.
•    Facilitate cross-departmental discussions and follow up on customer experience action plans and improvement projects.
•    Coordinate with internal stakeholders to investigate customer issues and implement corrective actions.
•    Monitor the effectiveness of newly introduced products, services, and customer experience enhancements.
•    Conduct benchmarking and research on industry trends and competitor offerings, providing recommendations to Management.
•    Prepare monthly, quarterly, and ad-hoc customer experience reports for Management.
•    Monitor customer feedback, complaint trends, service quality indicators, and passenger satisfaction levels.
•    Track and report on customer experience performance metrics and improvement initiatives.

ACCOUNTABILITIES
•    Owns the Customer Experience programme across all passenger touchpoints, including pre-flight, airport, onboard, and post-flight experiences.
•    Owns the collection, analysis, and reporting of customer feedback, complaints, compliments, and satisfaction data.
•    Owns the identification and recommendation of customer experience improvement opportunities.
•    Owns the evaluation and sourcing of new products, services, and initiatives aimed at enhancing passenger experience.
•    Owns customer journey mapping and service quality assessment activities.
•    Owns customer experience benchmarking and market research activities to identify industry’s best practices and emerging trends.
•    Strengthening of AirBorneo's reputation for service excellence and customer-centricity.
•    Improved customer satisfaction and overall passenger experience.
•    Timely analysis and reporting of customer insights and feedback trends.
•    Successful implementation of customer experience improvement initiatives.
•    Identification and recommendation of value-adding products and services that enhance the AirBorneo customer proposition.
•    Reduction of recurring customer pain points through continuous improvement efforts.
•    Quality and accuracy of customer experience analysis, recommendations, and reporting.
•    Recommendations relating to customer journey enhancements and service improvements.
•    Evaluation and business cases for new customer products, services, amenities, and experience initiatives.
•    Monitoring and follow-up of customer experience action plans across departments.
•    Escalation of significant customer experience issues, service failures, and reputational risks to Management.