Operations Enablement – Guest Experience | Aviation
Location: UAE | Contract: 12 Months
We are hiring an experienced Operations Enablement / Guest Experience professional to support a major aviation customer journey transformation program.
Key Responsibilities
- Map and redesign end-to-end guest journeys across airport, onboard and contact centre touchpoints.
- Review, rewrite and standardise SOPs, manuals and operational processes.
- Identify customer pain points and process gaps, including disruption/IROPs scenarios.
- Lead cross-functional workstreams from diagnosis → design → implementation.
- Develop service standards, governance and training requirements.
- Drive pilots, implementation and adoption of new processes.
- Track guest experience/NPS impact and prepare executive-level updates.
Requirements
- 5+ years' relevant experience, including 3+ years in project/managerial responsibility.
- Aviation/airline operations experience strongly preferred.
- Experience across Guest/Customer Experience, Airport Operations, Cabin Crew, Contact Centre or Guest Control.
- Strong process mapping, SOP writing and process improvement experience.
- Proven experience delivering cross-functional transformation projects.
- IROPs/disruption management experience is highly advantageous.
- Bachelor's degree; PMP/PRINCE2/Agile or similar certification is preferred.
- Excellent English communication and stakeholder management skills.