Senior Executive , Airport Experience

Position Summary

The Airport Experience Executive is responsible for planning, coordinating, implementing, and continuously improving airport customer experience initiatives across all passenger touchpoints to deliver a seamless, consistent, and high-quality passenger journey while ensuring operational excellence and compliance with company standards.

Key Responsibilities

• Plan, implement, monitor, and continuously improve airport customer experience initiatives across all operating stations.


• Identify operational gaps and improvement opportunities through operational assessments, customer feedback, stakeholder engagement, and industry best practices.


• Coordinate airport experience programmes to ensure service consistency, standardisation, and regulatory compliance.


• Manage the end-to-end lifecycle of ground staff uniforms, including planning, inventory, distribution, replacement, vendor coordination, and administration.


• Oversee the planning, inventory, and replenishment of operational collaterals, including boarding passes, baggage tags, signage, branding materials, and related resources.


• Monitor Customer Satisfaction Index (CSI), Voice of Customer (VoC), and operational performance; prepare management reports, analyses, presentations, and recommend continuous improvement initiatives.


• Coordinate operational assessments, audits, benchmarking, and service quality reviews to support operational excellence.


• Lead airport experience projects and collaborate with internal departments, airport authorities, ground handling agents, vendors, and other stakeholders.


• Support the implementation of company policies, operational standards, service procedures, and regulatory requirements.


• Coordinate customer compensation, service recovery, procurement, budgets, inventory, personnel administration, airport security passes, duty travel, and maintain operational documentation and records.

Key Competencies

Strong knowledge of airport operations, passenger service, customer experience management, and service quality principles. Strong analytical, problem-solving, communication, stakeholder management, and presentation skills, with proficiency in Microsoft Office, SAP, Altea Customer Management (CM), and Power BI. Demonstrates strong organisational skills, adaptability, and a continuous improvement mindset.

Overall Objective

Deliver a consistent, seamless, and high-quality airport experience by driving customer experience initiatives, service quality improvements, operational efficiency, and effective stakeholder collaboration.