Customer Experience Process Consultant

Operations Enablement – Guest Experience | Aviation

Location: UAE | Contract: 12 MonthsWe are hiring an experienced Operations Enablement / Guest Experience professional to support a major aviation customer journey transformation program.Key ResponsibilitiesMap 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.Requirements5+ 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.