Senior Expert, Customer Experience

I. JOB OBJECTIVE

Responsible for shaping and executing GBIA's end-to-end customer experience (CX) strategy —

translating strategic direction into structured CX frameworks, customer journeys, and digital platforms. This

role owns the digital product roadmap across guest-facing and internal channels, leads end-to-end

delivery of key CX initiatives, and contributes to the design of GBIA's loyalty program in support of a direct guest relationship model and long-term non-aero revenue growth.

II. DUTIES AND RESPONSIBILITIES

1. CX Strategy

• Design and maintain GBIA's CX framework, defining guiding principles, service standards, and

experience pillars across the guest journey.

• Build and continuously refine customer personas and end-to-end customer journeys across

passenger and non-passenger segments (e.g. drivers, greeters).

• Identify key touchpoints and moments that matter, translating insights into actionable experience

improvements – business and technical requirements as well as CX policies and standards.

• Ensure alignment across internal stakeholders on CX priorities and roadmap.

2. CX Initiatives

• Own end-to-end development and execution of CX initiatives, from business case through delivery

(e.g. experience showcase areas, CX research/survey programs).

• Lead RFP development, vendor evaluation, and procurement processes for CX-related initiatives and infrastructure.

• Manage cross-functional and external stakeholders throughout initiative delivery to ensure on-time,

on-budget execution.

• Giờ làm việc: 9:00 - 18:00 • Cấp bậc: Quản lý