Job Purpose:
The primary role of Guest Experience Specialist is to support the Innovation and Customer Experience Team in creating seamless guest experience and identifying, assessing, and evaluating potential risks that could impact the guest satisfaction. The main objective is to assist the organization in achieving its goals while enhancing overall airport guest experience and satisfaction. This role involves working closely with various departments to develop guest experience strategies, plans and report on their effectiveness.
Key Responsibilities:
- Developing and implementing strategies to improve guests’ interactions across multiple touchpoints and channels
- Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
- Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives
- Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
- Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
Qualification and Experience:
- Fluent in Arabic and English
- Excellent command of English with strong written communication
- Team player with a positive and service-oriented attitude
- Minimum of 3 years’ experience in airports or airline guest experience
- Bachelor’s degree in Aviation, Hospitality, Business Administration, or a related discipline is preferred