About The Role

RESPONSIBILITIES

Develop and implement customer experience initiatives that enhance the overall passenger journey across all AirBorneo touchpoints.
Monitor, analyze, and report on customer satisfaction, feedback, complaints, and service performance metrics.
Evaluate, source, and recommend new products, services, and innovations that improve passenger experience and support AirBorneo's service excellence objectives.
Identify customer pain points and service gaps and coordinate improvement initiatives with relevant departments.
Produce customer experience performance reports and recommendations for management review.
Support the improvement of customer service standards, policies, and procedures across the organization.
Management of the end-to-end customer experience programme across all passenger touchpoints.
Collection, analysis and reporting of customer feedback, complaints, compliments and satisfaction data.
Identification and implementation of customer experience improvement initiatives.
Evaluation, sourcing and recommendation of new products, services and amenities that enhance passenger experience.
Development of customer journey maps and service enhancement recommendations.
Customer experience performance reports, dashboards and management presentations.
Benchmarking studies on airline industry best practices and emerging customer experience trends
Conduct regular benchmarking of AirBorneo's products and services against industry best practices and competitor offerings.
Evaluate and recommend new products, services, and enhancements that contribute to improved passenger satisfaction and brand perception.
Maintain effective collaboration with internal stakeholders to ensure customer experience initiatives are delivered as planned.
Improvement in Net Promoter Score (NPS) and customer loyalty indicators.
Timely resolution of customer complaints and feedback.
Successful implementation of customer experience improvement initiatives.
Delivery of customer experience reports and recommendations within agreed timelines.
Increased adoption and effectiveness of newly introduced customer products and services.
Conduct customer journey reviews to identify service gaps and pain points.
Engage with internal stakeholders to coordinate and implement customer experience improvements.
Research industry trends, emerging technologies, and competitor offerings relevant to customer experience.
Evaluate, source, and prepare recommendations for products, services, and initiatives that enhance the passenger experience.
Prepare reports, presentations, and business cases related to customer experience performance and improvement initiatives.
Monitor customer feedback received through surveys, social media, email, website channels, and other touchpoints.
Analyze customer feedback, complaints, compliments, and service trends to identify improvement opportunities.
Support customer experience campaigns, projects, and service enhancement programmes
Cross-functional collaboration with Airport Operations, Ground Handling, Cabin Services, Commercial, Marketing, and Digital teams to improve passenger experience.
Brand experience and service excellence programmes across all customer touchpoints.
Product and service evaluation, sourcing, and enhancement processes.
Service quality monitoring and performance assessment activities.
Customer communication and engagement initiatives.
Facilitate cross-departmental discussions and follow up on customer experience action plans and improvement projects.
Coordinate with internal stakeholders to investigate customer issues and implement corrective actions.
Monitor the effectiveness of newly introduced products, services, and customer experience enhancements.
Conduct benchmarking and research on industry trends and competitor offerings, providing recommendations to Management.
Prepare monthly, quarterly, and ad-hoc customer experience reports for Management.
Monitor customer feedback, complaint trends, service quality indicators, and passenger satisfaction levels.
Track and report on customer experience performance metrics and improvement initiatives.

ACCOUNTABILITIES

Owns the Customer Experience programme across all passenger touchpoints, including pre-flight, airport, onboard, and post-flight experiences.
Owns the collection, analysis, and reporting of customer feedback, complaints, compliments, and satisfaction data.
Owns the identification and recommendation of customer experience improvement opportunities.
Owns the evaluation and sourcing of new products, services, and initiatives aimed at enhancing passenger experience.
Owns customer journey mapping and service quality assessment activities.
Owns customer experience benchmarking and market research activities to identify industry’s best practices and emerging trends.
Strengthening of AirBorneo's reputation for service excellence and customer-centricity.
Improved customer satisfaction and overall passenger experience.
Timely analysis and reporting of customer insights and feedback trends.
Successful implementation of customer experience improvement initiatives.
Identification and recommendation of value-adding products and services that enhance the AirBorneo customer proposition.
Reduction of recurring customer pain points through continuous improvement efforts.
Quality and accuracy of customer experience analysis, recommendations, and reporting.
Recommendations relating to customer journey enhancements and service improvements.
Evaluation and business cases for new customer products, services, amenities, and experience initiatives.
Monitoring and follow-up of customer experience action plans across departments.
Escalation of significant customer experience issues, service failures, and reputational risks to Management.