Brief Description        

Job Purpose Statement: Reporting to the Head of Customer Experience and Loyalty, the ideal candidate will be accountable for the implementation of the Quality Assurance programme throughout the ground service customer touchpoints and to ensure delivery of customer experience as per set standards through monitoring, auditing and evaluating work processes to ensure conformance, compliance, cost-effectiveness and industry best practice.

Detailed Description        

• Design and implement feedback collection mechanisms for all ground and digital service/products including third party ground service providers
• Analyze customer feedback collected and generate period management report along with actionable items
• Plan, execute and manage schedule service/product quality audit son all ground and digital service/products including third party service providers
• Conduct benchmarking of services/products of competitors against Kenya Airways services/products and provide improvements on products and services
• Continuously review standards, processes, and procedures to identify hinderances leading to poor service delivery and recommend improvements
• Prepare periodic customer service/experience audit reports along with corrective action plans
• Establish Key Performance Indicators (KPIs) for all ground and digital service/products
• Prepare periodic customer experience KPI performance reports on all ground and digital service/products and present during regular customer experience governance council sessions.
• Identify ground product and service quality gaps and provide guidance on how to address them in a timely manner to ensure efficiency and alignment with best practices.
• Use quality monitoring data management systems in place to compile and track performance.
• Solicit and organize mystery shoppers to conduct audits/inspection son KQ’s services and compile findings for improvements
• Plan, coordinate and implement KQ’s customer service culture transformation programs
• Facilitate forums among service delivery departments and others that have a direct impact on customer experience to identify gaps and implement corrective measures.
• Monitor industry best practices in the area of airline ground and digital service delivery and product standards and recommend adoption within Standards
• Continuously monitor regulatory changes within the mandated area and coordinate with relevant stakeholders (internal and external) and coordinate implementation for compliance.
• Review and compile documentation before and after internal audits and oversee implementation of corrective action plans.
• Participate in the review of Customer Experience policies and procedures as well as improvements in the service level standards

Job Requirements        

• Bachelor’s degree in business-related field or its equivalent from a recognized institution.
• Diploma in IATA Travel and Tourism.
• Minimum of 5 years’ experience in the airline industry with airport and sales and ticketing experience.
• Certification in Design and Quality management systems and experience in operational excellence.
• Excellent demonstrable knowledge of the Customer experience journey.
• Team leadership skills with the ability to influence positively and engage direct and indirect reports and peers.
• Excellent communication, problem solving and interpersonal skills as well as excellent report writing skills.
• Must be a person of unquestionable integrity.

External End Date        14-Mar-2025