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.