Manager - CX Touchpoint Engagement

Main Objective of Role

To govern and coordinate the delivery of customer experience (CX) programmes across the organization, ensuring alignment with strategic objectives and generating improvements for customer satisfaction, loyalty and business outcomes.

Key Responsibilities

• Lead the CX Excellence Portfolio framework for all agreed customer experience initiatives that align with customer strategy and business priorities.
• Develop and manage a consolidated CX Excellence portfolio roadmap, tracking dependencies, milestones and benefits linked to customer metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) and complaints.
• Guide stakeholders to document end‑to‑end journey maps and distribute them, ensuring seamless handover of benefits across the customer journey.
• Lead cross‑functional collaboration as a central coordination point among Customer Experience, Inflight Operations, Airports, Customer Channels, IT...

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