Head of PAX Experience

A leading aviation company based in Abu Dhabi is seeking a dynamic and visionary Passenger Experience Director to lead and elevate the end-to-end journey of our valued guests. This executive role is integral to our commitment to setting new standards in passenger comfort, convenience, and satisfaction across our global operations.

Key Responsibilities:

• Develop and implement a comprehensive passenger experience strategy aligned with the airline's vision and brand values.
• Oversee the design, execution, and continuous enhancement of all customer touchpoints, from pre-flight to post-flight.
• Collaborate closely with operational, cabin crew, ground services, and technology teams to deliver a seamless, world-class travel experience.
• Lead customer insights and feedback initiatives, ensuring data-driven decisions drive service innovation and improvements.
• Champion digital transformation efforts to enhance passenger convenience, including self-service solutions and personalised travel experiences.
• Ensure alignment with regulatory requirements and industry best practices in all areas related to customer service and passenger handling.

Requirements:

• Proven track record in a senior leadership position focused on customer experience within the aviation or hospitality sectors.
• Strong strategic mindset with the ability to translate vision into actionable plans.
• Experience managing large cross-functional teams and driving collaboration across departments.
• Expertise in leveraging technology and data analytics to optimise customer experiences.
• Exceptional communication and stakeholder management skills.

Why Join Us:

• Lead the transformation of passenger experiences for one of the region’s leading airlines.
• Work in a forward-thinking, innovative environment in the heart of Abu Dhabi.
• Contribute to shaping the future of air travel with a focus on excellence and innovation.