Team Leader - CX Excellence Processes & Procedures

Main Objective of Role

To govern all customer‑facing support processes, policies, and procedures to ensure they are standardized, compliant, effortless for customers, and continuously improved based on Voice of Customer (VoC), serving as the central point of accountability for CX process standards, service policies, and change control, ensuring every change measurably improves customer outcomes.

• Leads the definition and maintenance of customer company‑wide process governance frameworks for all customer processes for frontline teams and customer channels for regular and irregular operations.
• Develops and implements standards and ensures consistency in process design, documentation, approvals and updates to meet end‑to‑end lifecycle of policies, procedures, SOPs, and guidelines for all customer‑facing teams across flydubai products and processes.
• Defines and governs standards for customer‑facing documentation, including SOPs, FAQs, service recovery, templates and reference materials for articles, and manages governance across all teams with the centralised governance document to uphold and enforce standardisation.
• Designs and implements service standards (SLAs, response times, first‑contact resolution guidelines) per channel (voice, chat, email, social, web), ensuring documents are version‑controlled, searchable, and role‑based (customer vs. frontline vs. back‑office).
• Manages Knowledge Base Management and Governance of access levels to customer‑facing teams and the contributors for all articles and collaborates with relevant IT support to highlight areas for functionality or non‑performance.
• Directs and leads the creation of a governance framework and all documentation to support Knowledge Articles to meet relevant controls to ensure roles and responsibilities are clearly defined for content contributors with all standards.
• Develops and manages a central CX Repository / Knowledge Base, incorporating expiry controls, review Service Level Agreements (SLAs), and defined governance for contributors and users.
• Govern CX Change Control and all standards associated to changes and updates for stakeholders and manage process for change management before approval and rollout. Responsible for tracking post‑implementation outcomes and work cross‑functionally to monitor improvements.
• Stakeholder Management and enablement to manage governance and act as a trusted advisor to business leaders and process owners while developing and implementing training for teams on governance standards and frameworks. Facilitate governance forums and approval committees.
• Lead and drive process optimisation with improvements using Lean, Six Sigma, or similar methodologies on top customer pain points. Manage and monitor process performance KPIs.
• Direct creation of Champion test with A/B pilots on policy/process changes to validate customer and financial impact.
• Lead and promote a culture of operational excellence and standardisation.

• Bachelor's Degree (3+ years)
• Fluent in English
• Airline or Hospitality experience, Knowledge base and process engineering across multiple touch points with customer‑facing and internal‑facing experience.
• Content management and knowledge base systems.
• Years with qualifications: 5 - 7 years
• Process Engineering, Six Sigma, Green Belt

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)
• Decision Making
• Inspiring & Developing Others
• Strategic Thinking
• Business Acumen

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day‑to‑day business operations.