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.

Yêu cầu công việc

1. Qualifications & Experience

• Bachelor’s degree in economics, business, hospitality, or a related field; master's degree is a plus.

• 5+ years of experience in customer experience (CX), product development and design, B2C

operations and hospitality.

• Experience in airports, smart cities or other infrastructure/greenfield programs is a big plus.

2. Knowledge & Professional Skills

• Strong understanding of CX principles, segmentation, customer journey design and product

development methodologies.

• Exceptional stakeholder management skills, with proven comfort operating at senior executive / C-

suite level.

• Strong analytical thinking, with the ability to identify root causes and propose improvement solutions.

• Fluent in basic AI tools, proficient in Excel and PowerPoint.

• Professional fluency in English and Vietnamese, written and spoken.

3. Soft Skills

• Excellent communication and presentation skills, with a genuine customer-centric mindset.

• Proactive, responsible, and comfortable operating in a dynamic & fast-paced environment.

Quyền lợi

• Thưởng: cuối n