Job Title

Customer Experience Coach – L&TD- Del Role Overview The Customer Experience Coach plays a pivotal role in enhancing service delivery standards across airport ground operations by focusing on both people development and operational excellence. This role bridges the gap between frontline staff performance and airline expectations, ensuring every customer interaction is consistent, empathetic, and professional. The position demands a balance of strategic ownership, measurement of customer satisfaction indices, team engagement, and stakeholder collaboration. SPECIFIC RESPONSIBILITIES Strategic Ownership & Planning- Lead flight observations and conduct structured service skill enhancement checks to ensure alignment with airline service delivery standards. Translate airline feedback, customer insights, and operational findings into actionable improvement plans. Drive initiatives that build a culture of customer centricity and continuous improvement. Ensure alignment of ground operations performance with both airline KPIs and organizational service excellence goals. NPS & CSAT Measurement Track, monitor, and analyze Net Promoter Score (NPS) and Customer Satisfaction (CSAT) results. Identify trends, service lapses, and recurring pain points impacting passenger experience. Present monthly dashboards and insights to leadership, highlighting improvement areas and proposed interventions. Collaborate with stakeholders to implement corrective measures and measure the effectiveness of interventions. People Development Deliver regular capsule/bite learning sessions, pre-shift briefings, and refresher workshops on customer service, soft skills, and behavioral standards. Coach frontline staff through on-the-job observations, constructive feedback, and role-modelling professional behavior. Introduce innovative engagement activities such as game-based learning, role-plays, and team-building exercises to keep morale high. Nurture talent by identifying staff with potential and guiding them towards leadership readiness. EDUCATIONAL QUALIFICATIONS Minimum- Bachelor’s degree or higher education. RELEVANT EXPERIENCE Staff should possess the following experiences: Minimum 2 years of aviation experience in customer service, ground handling, or related functions. Proven record in training delivery and coaching, particularly in customer-facing environments. Experience in monitoring and improving service quality through structured feedback mechanisms like NPS/CSAT. Educational background in aviation, hospitality, or management preferred. Added advantage: Certifications in soft skills, customer service, or coaching. PERSONAL CHARACTERISTICS & BEHAVIOURS For a successful role, he/she should have the following traits: Strong understanding of ground handling operations Excellent facilitation and coaching skills. Strong PowerPoint presentation skills. Strong communication, planning, and problem-solving skill