CX and Product Development Manager

Role Objective :

The CX and Product Development Manager will report directly to the PAX Experience and Loyalty Function Head and will be responsible for leading all Customer Experience (CX) activities including in-flight service, airport customer service, premium and economy product. As well, the CX and Product Development Manager will also oversee all produce development and service design such as Oman Air Lounges, in-flight services and offerings, and more. The rote will require to ensure that Oman Air's the CX strategy is designed to deliver the most meaningful experiences to customers and to position the airline as a customer experience-driven, digital-first airline, where product and services offered are tailored to customer needs and preferences in order to drive sustained customer loyalty, increased frequency of use, word of mouth marketing, improved primary and ancillary sales.

Area of responsibility

CX:

1.Review the PAX journey and mitigate pain points across touchpoints as required to improve PAX experiences in alignment with the ecosystem (e.g., handling, airport operations) and with the overall commercial strategy

2.Actively explore and develop opportunities for CX improvement and innovation including new products and services to build and maintain the airline's customer experience ecosystem while optimizing short- and long-term profitability 3.Conduct periodic market trend and benchmarking assessment to identify, prioritize and develop customer experience improvements across all parts of the customer journey ahead of competitors

4.Establish and manage lean processes to measure and evaluate customer experience-specific KPls that include both operational and customer-centric metrics; incorporate customer metrics in improvements and decision making

5.Drive the building of a set of integrated, self-reinforcing capabilities within the department that enable to deliver the target customer experience, coordinating with the organisation's other departments

6.Lead, motivate and train a team from various cultural backgrounds and foster an atmosphere of collaboration

7.Work closely with the CRM and Digital, Data and IT teams to adopt cutting edge customer experience technologies and innovative systems across all customer journeys Product Development:

I.Develop a dynamic and innovative product development strategy for Oman Air, in line with commercial goals and focused on customer experience

2.0versee the development of business cases for new product and service offerings in coordination with the Customer

Experience department and external vendors

3.Provide continuous visibility on the status of the product development pipeline across the organization as needed

4.Monitor the testing and evaluation of new and existing products

5.Lounges: Review the viability of the business case of First Class and Business Class Oman Air lounge offering across airports including MCT, BKK and SLL.

In-flight: Optimize the in-flight ancillary service offering across routes (e.g., connectivity and pricing points of WiFi bundles, shop on-board offering and pricing, inflight entertainment offering, refreshing overall outdated movies and enabling access to the system via mobile phones and ipads among passengers)

7.Catering: Optimize the Catering offering, including overall quality and quantity dedicated per flight per route

8.0ptimize the existing product unbundling strategy, leveraging data analytics on overall passenger behavior and need to inform way-forward

9.0ptimize Oman Air's Holidays packages and offerings, and ensure successful integration with Visit Oman as required

10.Conduct strategic partnerships between Oman Air and business corporations (e.g., IT / Business consultants)

11.Supervise all product development teams (i.e., lounge offering, catering, inflight services, etc.) employees and direct daily activities (e.g. recruit, train, develop, and discipline) to ensure a high standard of service delivery within the product development department

12.Develop and maintain productive cross-functional relationships with key relevant departments (e.g. CX, commercial,

Digital, Data and IT, etc.) to successfully develop products and ensure products launched meet the desired objectives

13.Provide regular coaching and mentoring to the team to continuously enhance the service offering

14.Any other tasks assigned by management

Education & Experience:

• Bachelor's degree in finance, Marketing, Accounting, Economics or equivalent (Mandatory); MBA, CPA, CFA or relevant master's degree/accreditation (preferred) with 8+ years of experience in aviation industry with commercial experience in a management role focusing on CX and product development

Ideal Experience:

• Experience as a manager of an airline's CX and/or Product Development department

Proficiency in implementing CX/Product Development strategies and strong analytical

skills

Prior relationships with vendors, suppliers and other specialized providers

Cost consciousness with the ability to achieve economies of scale and greater efficiencies throughout the organization

Capability to execute new product development that support Oman Air's objectives and new direction

Familiarity with domestic and regional aviation market and context, in addition to global experience (experience working in the Middle East region is a plus).

Special Skills & Knowledge:

Strong management skills: Self-starter, entrepreneurial mindset with an analytical mindset and able effectively develop data-driven insights and solutions

Customer-centric with capability to negotiate and persuade based on given conditions Strong communication skills with presence and excellent communication and public speaking skills in English

Ability to work in a fast-paced environment / transformational setting

Experience working with high-performing teams with complex program execution Proficiency in English (must) and Arabic (preferred)

Business Understanding

Professional understanding of the overall business function is essential.