Mission Statement: Define, design, and implement the long term vision and strategy for customer experience across all physical and digital touchpoints of the company, ensuring seamless, personalised, and consistent interactions aligned with customer expectations and satisfaction goals, with the aim of improving retention, enhancing brand reputation, and contributing to the airlines long term growth and success. Responsibilities/ Accountabilities: Lead Develop and implement a customer experience strategy that enhances passenger satisfaction across all touchpoints, from booking to post flight. Deliver a cohesive, customer focused approach that ensures passengers enjoy a seamless and satisfying journey from start to finish. Ensure consistency across the customer journey by overseeing and aligning experiences across digital platforms, check in, boarding, in flight, and post flight services. Provide a seamless, personalised, and consistent journey for all customers, meeting and exceeding their expectations. Chion a customer centric culture by promoting a company wide focus on customer experience and prioritizing customer satisfaction at all organisational levels. Foster a culture where employees at every level are committed to delivering an exceptional customer experience. Design the strategy for aircraft interiors, set SLAs, and manage governance processes with maintenance to ensure aircraft standards meet customer expectations. Provide well maintained, comfortable, and aesthetically pleasing aircraft interiors that align with customer needs and enhance satisfaction. Design the ground experience by partnering with the ground team, commercial teams, and service providers to ensure services meet customer expectations, revenue targets, and operational deliverability. Create a seamless and efficient ground experience that satisfies customers, supports commercial goals, and integrates effectively with digital and frontline teams. Design the in flight experience by collaborating with cabin crew and service providers to meet customer expectations, revenue targets, and operational feasibility. Provide a memorable and high quality in flight experience that balances passenger satisfaction and commercial objectives. Develop customer standards, SLAs, and training programs to equip staff, from frontline employees to management, with the skills to deliver exceptional customer service. Ensure all employees are aligned and empowered to uphold high standards of customer experience across all touchpoints. Leverage technology and drive the adoption of innovative tools and systems, including AI, throughout the customer journey. Enhance the efficiency, personalisation, and quality of customer interactions by integrating advanced technological solutions. Ensure regulatory compliance by aligning customer experience practices with aviation industry regulations and standards, including food safety. Maintain compliance with all regulatory requirements, safeguarding custom