The Consultant must possess the following qualifications and experience:
• Demonstrated experience in aviation operations, airport operations centers and irregular operations.
• Proven track record implementing customer experience frameworks in operational environments.
• Expertise in change management, process design, and frontline coaching.
• Strong facilitation and communication skills, particularly in high-stakes operational settings.
• Previous experience as a Department Head in an airline or an airport operations center (2 years of experience)
• Previous experience in airline operations, customer experience management and airline human resource management (minimum 15 years of airline operations and customer experience management; minimum 5 years of airline human resource management)
• Previous experience as a frontline employee and manager in an airline (minimum 5 years of frontline employee and manager experience)
• Experience leading continuous improvement and project management office at an airline (minimum 15 years of continuous improvement and PMO leadership experience)
• Previous experience working at a major airport with more than 100 daily flights (minimum 5 years of experience working at major airports with more than 100 daily flights)
• Certified Customer Experience Professional (CCXP)
• Certified Project Management Professional (PMP)
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