Senior Manager - Service Design

Riyadh Air, headquartered in the Saudi Capital, is the new national airline that’s shaping the future of flying. It seeks to lead the aviation industry by transforming Saudi Arabia into a global aviation and trade hub – a new, digitally native airline connecting the kingdom to more than 100 destinations.

JOB PURPOSE:

The Senior Manager Service Design will lead the development of inflight/ground service standards team members across the entire end-to-end guest journey, with products, service processes, and training programs in collaboration with Guest Experience, Inflight Services, and Learning & Development teams. There will be a strong focus on digital across guest and employee touchpoints and utilizing the latest advances to understand, predict and improve offerings including delivering operational efficiencies.

The Senior Manager Service Design is responsible for the overall design and development of all service procedures both on the ground and onboard (for different sectors and flight profiles) that are best-in-class and reflect the brand positioning of the business. Working with various stakeholders within the company to drive the design of detailed signature services that deliver long-term guest loyalty and satisfaction.

KEY ACCOUNTABILITIES:

  • Lead the guest experience service development offering through best-in-class practices and methodologies such as journey mapping, developing service skeletons, concepts, and toolkits for the organization.
  • Oversee the design, development, and implementation of service standards & practices, ensuring safety, security, and operational performance are maintained.
  • Lead project teams for the introduction of new services in close coordination with procurement, product, training, cabin crew operations, catering, and finance teams.
  • Leverage the integration of latest technologies in guest relationship management and data intelligence to drive guests’ insights and improve service offering.
  • Provide frontline staff with clear and concise on-the-job knowledge needed to deliver world-class service to our guests, covering all aspects of service excellence from grooming, behavior & mindset, service flows, service dialogue, service recovery and guest interaction, product knowledge, cabin environment operation, and inflight dining service.
  • Ensure that appropriate collaboration is undertaken for key hard product development stakeholders such as seats, galleys, lavatories, food and beverage, lounges, check-in & boarding environment, etc., to meet the service requirements of the business.
  • Nurture a guest-centric team to continuously enhance service delivery through collaborative discussion demonstrating respect for diverse opinions and transparent feedback.
  • Ensure standards are appropriately captured and all interdependencies are aligned between frontline, safety, operational KPIs, hard product, network, and reflect the brand drivers of the organization.
  • Work closely with key stakeholders to ensure that product, services, and expectations are understood by all so that the guest experience is not compromised.
  • Ensure changes to service standards and procedures are published in a timely manner and are communicated to relevant internal stakeholders.
  • Ensure that training content and delivery are aligned to support consistent delivery of in-flight and ground products and services.
  • Ensure that in-flight and ground service audits and mystery shopper programs are implemented and conducted regularly to continuously monitor frontline staff performance and the consistency of service delivery.

PROFESSIONAL EXPERIENCE:

  • Minimum of 7 years of professional experience with a strong background in the development of service design for both inflight and ground.
  • The ideal candidate would have led the successful implementation of new services across various aircraft & route types.

ACADEMIC QUALIFICATIONS:

  • Bachelor’s degree in aviation, Hospitality, Business Administration, or a related discipline is preferred.
  • Post-graduation qualification is an added advantage.

SKILLS

  • Strong proficiency in MS Office.
  • Strong understanding of cabin crew flight safety and operating environments.
  • Extensive experience in learning design and training implementation.
  • Extensive knowledge of aircraft types, galley loading, and service equipment.
  • Demonstrate strong change management, influencing, mentoring, and coaching skills to manage team performance, workflow, and foster teamwork.
  • Able to articulate guest experiences needs into clear processes and practices.
  • Strong understanding of various guest demographics, psychographics, cultural diversity, and interpersonal styles.
  • Strong sense of initiative and accountability.
  • Excellent verbal and written communication & interpersonal skills.

 COMPETENCIES:

  • Drives Vision and Purpose – Paint a compelling picture of the vision and strategy that motivates others to action.
  • Communicates Effectively – Developing and delivering multi-mode communication that conveys a clear understanding of unique needs of different audiences.
  • Health and Safety – Applying a combination of training skills, experience, and knowledge to perform a task safely.
  • Instills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.
  • Customer Focus – Building customer relationships and delivering customer centric solutions.
  • Ensures Accountability – Holding oneself and others accountable for meeting commitments.
  • Teamwork & Collaboration – Building partnerships and working collaboratively with others as a team to meet shared objectives.

The city that is already transforming the way we live is now redefining the way we fly.  Riyadh Air, a brand-new chapter in the sky. The new national airline that’s shaping the future of flying.


This opportunity is closed to applications.