MAIN OBJECTIVE OF ROLE

To design, lead and govern customer experience measurement programs, including mystery shopping, service quality audits and customer surveys, ensuring consistent objective and actionable insights into frontline service delivery, brand standards compliance and customer perceptions, driving continuous improvement across customer touchpoints in collaboration with operational and leadership stakeholders.

KEY RESPONSIBILITIES

• Design, develop and manage end‑to‑end mystery shopping for all flydubai customer touch points including airports, infight operations, booking channels, digital and all customer engagement channels.
• Define evaluation frameworks, scoring models, scenarios and service standards aligned with the Customer Experience (CX) Excellence strategy to monitor standards and success rates for areas of improvement.
• Develop and implement methodology to ensure consistency, objectivity and credibility of m...