Customer Experience (CX) consultant

The Consultant must possess the following qualifications and experience:

• Demonstrated experience in aviation operations, airport operations centers and irregular operations.

• Proven track record implementing customer experience frameworks in operational environments.

• Expertise in change management, process design, and frontline coaching.

• Strong facilitation and communication skills, particularly in high-stakes operational settings.

• Previous experience as a Department Head in an airline or an airport operations center (2 years of experience)

• Previous experience in airline operations, customer experience management and airline human resource management (minimum 15 years of airline operations and customer experience management; minimum 5 years of airline human resource management)

• Previous experience as a frontline employee and manager in an airline (minimum 5 years of frontline employee and manager experience)

• Experience leading continuous improvement and project management office at an airline (minimum 15 years of continuous improvement and PMO leadership experience)

• Previous experience working at a major airport with more than 100 daily flights (minimum 5 years of experience working at major airports with more than 100 daily flights)

• Certified Customer Experience Professional (CCXP)

• Certified Project Management Professional (PMP)