r3 Consultant Reviews by Employees

Position Title: Director Customer Experience & Transformation. Location: Gurgaon, India. Industry: Aviation / Airline. Reports To: Chief Commercial Officer / Chief Customer Officer. Role Overview: We are looking for a visionary and customer-centric leader to join our executive team as Director Customer Experience & Transformation. This is a high-impact leadership role responsible for designing and delivering a holistic customer experience strategy aligned with our brand promise and business objectives. The ideal candidate will be a seasoned professional with a deep understanding of customer behavior, digital enablement, and service excellence, especially within fast-paced and high-touch industries like aviation or hospitality. This role requires a combination of strategic foresight, operational execution, and cross-functional collaboration to drive continuous improvement and innovation across all customer touchpoints. Key Responsibilities: Customer Experience Strategy & Vision - Define and own the long-term customer experience (CX) strategy for the airline across all physical and digital channels. - Craft a customer journey vision that delivers a seamless, personalized, and emotionally engaging travel experience. - Translate customer expectations and market trends into actionable priorities. Journey Mapping & Experience Design - Conduct comprehensive end-to-end journey mapping exercises to identify pain points and opportunities for delight. - Develop customer personas and empathy maps to better understand diverse traveler needs, including leisure, business, and premium segments. - Partner with design and product teams to embed customer-first thinking into all product and service design initiatives. Digital Transformation & Omnichannel Enablement - Lead the transformation of digital touchpoints including mobile apps, website, customer portals, chatbots, and kiosks to ensure a consistent and intuitive experience. - Collaborate with IT, product, and engineering teams to deliver agile enhancements that simplify, automate, and personalize the customer journey. Voice of Customer (VOC) & Data-Driven Insights - Set up and continuously improve VOC programs including NPS, CSAT, CES, and real-time feedback loops. - Use data analytics and dashboards to uncover behavioral trends, customer pain points, and root causes. - Present insights and CX performance metrics regularly to senior leadership and incorporate feedback into strategy refinement. Transformation Projects & Innovation - Drive enterprise-level CX transformation programs including loyalty enhancements, baggage experience, disruption management, and premium services. - Evaluate and implement emerging technologies such as AI, machine learning, AR/VR, and IoT that enhance the customer journey. - Foster a culture of continuous innovation and customer empathy across the organization. Stakeholder Engagement & Cross-Functional Leadership - Build strong partnerships with departments such as ground handling, inflight services, engineering, customer care, marketing, and digital product teams. - Lead a dedicated CX team and manage external consultants or partners where necessary. - Align internal functions with CX KPIs and create governance mechanisms for experience accountability. Key Performance Indicators (KPIs): - Net Promoter Score (NPS) Improvement. - First Contact Resolution (FCR). - Customer Satisfaction (CSAT). - Digital Adoption Rates. - Operational Efficiency in Customer Service Processes. - Employee Engagement in CX Programs. Qualifications: Education: - Bachelors degree in Business, Marketing, Aviation, or related field. - MBA or postgraduate degree preferred. Experience: - 1218 years of experience in customer experience, transformation, or service excellence roles. - At least 5+ years in a leadership role with proven success in driving customer-centric change. - Prior experience in aviation, hospitality, telecom, or other high-touch B2C service industries is strongly preferred. Skills & Competencies: - Strategic thinking with operational execution ability. - Expertise in CX frameworks, design thinking, journey mapping, and change management. - Deep understanding of digital tools (CRM, analytics, CX platforms, VOC solutions). - Excellent communication, stakeholder management, and team leadership skills. - Strong commercial acumen with a customer-obsessed mindset. Preferred Certifications (Nice to Have): - Certified Customer Experience Professional (CCXP). - Agile / Scrum Project Leadership. - Design Thinking or Service Design Certification.

Gurgaon/Gurugram

Director - Customer Experience & Transformation - Aviation/Airline 

Job Description for Director - Customer Experience & Transformation - Aviation/Airline  in r3 Consultant in  Gurgaon/Gurugram for (12-18) years of experience. Apply Now!