Seasoned CX leader with over 23 years of progressive experience in airline and airport operations, specialising in passenger experience transformation, service excellence, and operational efficiency.
Proven expertise in designing and implementing customer-centric processes, journey mapping across touchpoint and leveraging data-driven insights to elevate end-to-end travel experiences.
Skilled in building and leading high-performance frontline and back-end teams in high-pressure environments while ensuring compliance with aviation safety, regulatory, and service standards.
Adept at streamlining workflows, establishing SOPs, and driving innovation in passenger services to enhance satisfaction, reduce dwell times, and optimise airport throughput.
Recognised for aligning CX strategy with operational KPIs to deliver seamless travel experience.