Chief Guest Experience Officer

Muscat, Oman | Executive Leadership Role

At Oman Air, we believe exceptional journeys are built on exceptional experiences.

As we continue our transformation journey, we are seeking our first‑ever Chief Guest Experience Officer (CGXO) to lead the next evolution of the Oman Air guest experience.

This newly created executive role will take ownership of the end-to-end customer journey, ensuring every interaction reflects our commitment to excellence, consistency and genuine Omani hospitality.

This is a rare opportunity to shape a newly created chief-level function and have a direct impact on the future direction of Oman Air.

Join us as we build on our heritage of Omani hospitality and create an even more seamless, distinctive and memorable experience for our guests.

The Chief Guest Experience Officer (CGEO) is responsible for defining, governing, and continuously improving Oman Air's end-to-end Guest Experience across every interaction point throughout the Guest journey.

The role serves as the executive custodian of the Guest Voice, Omani Hospitality Promise, and Oman Air Service Culture, ensuring that every interaction reflects the warmth, generosity, authenticity, and heritage of the Sultanate of Oman while delivering world‑class service standards.

The CGEO will drive a guest‑centric culture across the organization by integrating service excellence, journey design, customer insights, innovation, quality standards, and service recovery into one enterprise‑wide agenda.

Ensuring Oman Air delivers a seamless, distinctive, premium, and authentically Omani hospitality experience while balancing operational efficiency, financial sustainability, safety, and regulatory compliance.

The Chief Guest Experience Officer shall:

• Lead the Voice of the Guest at Executive Committee level.
• Position Oman Air as a leading global airline for Guest Experience and service excellence.
• Embed Omani hospitality and heritage into every stage of the guest journey.
• Drive improvements in customer satisfaction, loyalty, advocacy, and premium brand perception including the NPS results.
• Ensure consistency of service delivery across all customer touchpoints.
• Lead enterprise‑wide Guest Experience transformation campaigns.
• Drive innovation that enhances guest satisfaction and operational effectiveness.
• Protect and strengthen Oman Air's premium brand proposition.
• Develop a service culture where every employee contributes to the guest experience.
• Delivering sustainable commercial value through enhanced guest loyalty and retention.

• Develop and execute the Oman Air Guest Experience Strategy.
• Establish enterprise‑wide Guest Experience principles and standards.
• Define long‑term Guest Experience priorities and transformation roadmaps.
• Ensure alignment between Guest Experience initiatives and corporate objectives.
• Lead annual Guest Experience planning and prioritization processes
• Serve as the executive sponsor for all Guest Experience programs.

Define and own the complete guest journey including:

Pre-Travel

Airport Experience

Inflight Experience

Post-Travel Experience

• Establish and lead the enterprise Voice of the Guest program.
• Own Net Promoter Score (NPS) strategy.
• Govern customer satisfaction measurement.
• Review guest feedback daily.
• Ensure closed‑loop follow‑up on guest concerns.
• Present monthly Guest Insights reports.
• Lead guest research and market perception studies.

• Introducing innovative guest experiences.
• Evaluate emerging technologies that enhance customer experience.
• Ensure guest‑centricity is embedded into digital transformation programs.
• Sponsor pilot programs and service…