Main Objective To design, lead, and govern customer experience measurement programs, including mystery shopping, service quality audits, and customer surveys, ensuring consistent, objective, and actionable insights into frontline service delivery, brand standards compliance, and customer perceptions, driving continuous improvement across customer touchpoints in collaboration with operational and leadership stakeholders.
Key Responsibilities - Designs, develops and manages end to end mystery shopping for all flydubai customer touch points including Airports, Infight operations, booking channels, digital and all customer engagement channels.
- Defines evaluation frameworks, scoring models, scenarios, and service standards aligned with Customer Experience (CX) Excellence strategy to monitor standards and success rates for areas of improvement.
- Develops and implements methodology to ensure consistency, objectivity, and credibility of mystery...