Service Delivery Officer - Aviation

Job description / Role

Service Delivery Officer - Dubai

An established aviation organisation is seeking a Business Excellence Senior Officer to join the team in Dubai. Working closely alongside the Business Analyst and the Customer Experience Manager, this individual will be responsible for recording and monitoring the end-end customer experience to ensure consistent delivery across all touch points.

Key Duties and Responsibilities:
* Monitor each touch point and record findings as observed and report these observations to the relevant stakeholder.
* Identify trends and possible recommendations.
* Work with stakeholder to agree improvements that align with SOP's and KPI's to ensure all policies and procedures are consistently delivered.
* Work alongside the Customer Experience Manager (CEM) to update overall register of work in progress for product/processes updates and improvements.
* Work with CEM to define customer strategy to define best practice for continuous improvement for customer experience across various touch points.
* Update stakeholders and working groups on product/process improvements and work with business analysts to create surveys to monitor performance.
* Devise a strategy to outline recommendations of audit process, frequency and acceptable standards.
* To highlight all non-compliance and short falls of end to end touch points on SOP's and KPI's
* Review data that the system generates to create meaningful understanding of customer behaviour.
* Manage touch points for non-compliance.
* Communicate effectively with relevant stakeholders to share the customer experience feedback.
* Monitor and record industry standards and other best practice customer experiences.
* Review other airlines and products that display exceptional standards for their customers.

Requirements

* University degree or equivalent
* Minimum 4 years working experience preferably within the aviation/hospitality industry in order to understand multiple complex delivery channels.
* Strong experience influencing stakeholders to achieve business goals.
* Previous experience in monitoring complex end-end process and aligning them to business KPI's.
* Exceptional communication skills at all levels and attention to detail is credential to this role

SR Group is acting as an Employment Agency in relation to this vacancy.

About the Company

Carter Murray is a specialist recruitment consultancy specialising in the placement of marketing professionals into professional services firms, the financial services sector, multi-national corporations and global brands from our offices in London, Dubai and Sydney. Carter Murray is a member of The SR Group, a specialist global recruitment consultancy founded in 1987, operating in the niche markets of Taxation, Legal, HR and Marketing recruitment. From the worlds largest companies to small owner-managed businesses, we recruit at all levels for a complete cross-section of clients. Our clients include the full range of UK and international professional services firms and financial services companies. We recognise that they expect an exceptional level of service and a real knowledge of todays highly specialised market.Each of our consultants personally manages their own clients and specialises in specific areas of this key marketplace. We take the time to really understand both parties needs and provide focused and consistent advice.