Executive, Customer Experience Delivery

Position Title

Executive, Customer Experience Delivery

Reports To

Manager, Quality Assurance & Delivery

Role Purpose

Responsible to assist Senior Executive, Service Quality Experience and to collaborate with the various business units to minimize repeat breakages, to address root cause issues, reduce complaint volume & increase compliments. In addition, to ensure Business Units are in full compliance with the relevant MH product and services standards, policies, procedures and work processes.

Key Responsibility

• Ensure all day-to-day activities, processes, file trackers, and documents are consistently updated, comply with airlines requirement including safety and security compliance.   
• Conduct Service Quality audits for stations, home base, and ad-hoc audits, covering end-to-end customer journey service areas.
• Track and follow up on close/open audit findings with respective BUs/Station Head
• Responsible to monitor, report and analyse the work performed by the Customer Relations teams including Feedback Management, Social Media team and Contact Centre through Service Quality Calibration.
• Work in collaboration with Internal Audit (IAD) team or other Business Units, where required, to provide a full audit report where relevant.
• Provide analytical support on process improvement and efficiency, process auditing, and continuous improvement projects via the collation of reports on all tracked complaints (source from e-VR, GTS & CES), assists BUs to formulate action plans, KPIs and distribution of reports to relevant stakeholders.                               
• Track, monitor, and follow up an action plan and timeline done by respective BUs on service breakages.
• Review, analyse and escalate BU Corrective Action Plan (CAP) based on audit findings.

Qualification & Experience

1. Degree in any related field i.e. Aviation Management, Audit, Actuarial Science, Statistic, or Business Management
2. Diploma in any related field i.e. Aviation Management, Audit, Actuarial Science, Statistic, or Business Management

Professional Certificate : 

1. Auditing, Aviation Auditor
2. Lead Auditor Training
3. Root Cause Analysis (RCA

Years of Experience :

• 04 Years (for Diploma holder)
• 02 Years (for Degree holder)

Areas of Experience :

• Quality Assurance & Safety
• Project Management
• Airport Operations
• Data Analytics

Personality Traits

• Knowledge of airline product & services, airline policy & procedures, and airlines operations.
• Positive work attitude, pro-active, team player, able to meet tight deadlines and always be prepared to take additional responsibilities.
• A persistence and passionate professional with high ethics and integrity.
• A persistence and passionate professional with high ethics and integrity.
• Embrace Malaysian Hospitality values and adapting MAG 6 Culture Beliefs.
• Action oriented, enthusiastic, strong leadership qualities and strong people skill.
• Skills in planning, organizing, analytical, critical thinking and report writing.
• Highly adaptable, multitask, positive and winning mindset, creative and open to new ideas towards digitalization.