• Develop and execute comprehensive customer experience strategies across all airline operations, including airport services, in-flight experiences, and digital platforms, ensuring every passenger interaction reflects the company’s commitment to excellence.
  
  
• Lead, train, and motivate customer service teams to deliver consistent, high-quality support and care, fostering a culture of continuous improvement and professional growth among staff members
  
  
• Monitor customer feedback and satisfaction metrics, utilizing data analysis to identify trends, areas for improvement, and opportunities for innovation in service delivery.
  
  
• Collaborate with cross-functional teams (Marketing, Operations, IT, HR) to align customer experience initiatives with business goals, ensuring seamless integration of service enhancements across departments.
  
  
• Implement best practices and innovative solutions to enhance service delivery, resolve customer issues efficiently, and proactively address potential challenges before they impact the passenger experience.
  
  
• Ensure compliance with all regulatory requirements and industry standards related to customer service, maintaining a safe, secure, and trustworthy environment for passengers and staff.
  
  
• Report regularly to the Chief Commercial Officer on customer experience performance, improvement initiatives, and key performance indicators, providing actionable recommendations for continued enhancement
  
  
• Establish and oversee a rigorous service quality management program, setting measurable standards for performance, regularly auditing processes, and ensuring corrective actions are implemented promptly to uphold the airline’s reputation for outstanding service
  
  
• Develop and manage service quality training programs for all customer-facing employees, ensuring they are equipped with the skills and knowledge to deliver exceptional service and adhere to established quality benchmarks.
  
  
• Continuously evaluate and refine service quality protocols, benchmarking against industry leaders and incorporating passenger feedback to drive improvements and maintain a competitive edge.

Employee Deliverables:

• Customer Satisfaction Score (CSAT): Increase CSAT from baseline, tracked via post-flight and call center surveys
  
  
• Net Promoter Score (NPS): Maintain a minimum NPS threshold, reflecting passengers’ willingness to recommend United Nigeria Airlines.
  
  
• Service Recovery Time: Reduce average time to resolve customer complaints and issues, including those received via the call center.
  
  
• Complaint Reduction Rate: Achieve quarterly decreases in customer complaints across all channels, including the call center.
  
  
• Staff Training Completion: Ensure a high percentage of frontline staff complete customer service training within designated timelines.
  
  
• Quality Audit Scores: Attain and sustain high scores in periodic service quality audits for ground, inflight, and call center operations
  
  
• Perform any other tasks as may be assigned by Chief Commercial Officer