Customer Experience Expert - Airlines Sector - Global Consulting Firm - Contractual Role

At Outsized, we match clients in financial services and management consulting to high-quality independent consultants and boutique/specialist firms for the execution of their key projects.

Our client is a global consulting firm. They are currently running a post-merger integration project for two airlines in India.

In order to support them on the integration exercise, they would like to onboard a Customer Experience expert to join their project team, someone with prior experience of working with a leading Global Airlines in the Airline industry.

The expert will support the team on the following:

- Vett and stress test the plans being made for Cx integration (milestones, activities, timelines, etc.)

- Co-develop ingoing hypothesis for key choices in customer experience workstream

- Prepare and brainstorm with client on the key risks involved in such integrations for Cx

- Rich content and expert repository to guide the team on content creation for the client engagements

- Partake in major client engagements (with CXOs) and also the brainstorming sessions.

An ideal candidate would have:

- Experience of handling the customer experience/support verticals for a global airline major

- Be well versed with the operational and technical details of Contact Centre, internal processes and SOPs (general ones), customer communications, etc.

- Should be able to bring 3rd party views in discussions, providing examples on BIC benchmarking for processes, systems, vendors and calling out risks and interdependencies

This is a contractual opportunity and will be on an initial 8-10 month contract. This opportunity can be executed on a part-time basis in a remote setup. On an occasional basis, the expert may need to travel to Delhi NCR for workshops/strategy discussions.