Head, Customer Experience Service Quality at United Nigeria Airlines

United Nigeria Airlines is a wholly owned Nigerian company incorporated under the Companies and Allied Matters Act of 1990 at the Corporate Affairs Commission to offer commercial air transportation services under the trade name United Nigeria.

We are recruiting to fill the position below:

Job Title: Head, Customer Experience Service Quality

Location: Lagos
Department: Commercial Services
Reports to: Chief Commercial Officer
Direct Reports: Customer Experience & Service Quality Manager

Job Summary

• The Head of Customer Experience at United Nigeria Airlines will be responsible for designing, implementing, and managing strategies that enhance the overall passenger experience.
• Reporting directly to the Chief Commercial Officer, this leader will ensure that every customer touchpoint meets the highest standards of service and satisfaction.    

Duties/Responsibilities

• Develop and execute comprehensive customer experience strategies across all airline operations, including airport services, in-flight experiences, and digital platforms, ensuring every passenger interaction reflects the company’s commitment to excellence.
• Lead, train, and motivate customer service teams to deliver consistent, high-quality support and care, fostering a culture of continuous improvement and professional growth among staff members
• Monitor customer feedback and satisfaction metrics, utilizing data analysis to identify trends, areas for improvement, and opportunities for innovation in service delivery.
• Collaborate with cross-functional teams (Marketing, Operations, IT, HR) to align customer experience initiatives with business goals, ensuring seamless integration of service enhancements across departments.
• Implement best practices and innovative solutions to enhance service delivery, resolve customer issues efficiently, and proactively address potential challenges before they impact the passenger experience.
• Ensure compliance with all regulatory requirements and industry standards related to customer service, maintaining a safe, secure, and trustworthy environment for passengers and staff.
• Report regularly to the Chief Commercial Officer on customer experience performance, improvement initiatives, and key performance indicators, providing actionable recommendations for continued enhancement
• Establish and oversee a rigorous service quality management program, setting measurable standards for performance, regularly auditing processes, and ensuring corrective actions are implemented promptly to uphold the airline’s reputation for outstanding service
• Develop and manage service quality training programs for all customer-facing employees, ensuring they are equipped with the skills and knowledge to deliver exceptional service and adhere to established quality benchmarks.
• Continuously evaluate and refine service quality protocols, benchmarking against industry leaders and incorporating passenger feedback to drive improvements and maintain a competitive edge.

Employee Deliverables:

• Customer Satisfaction Score (CSAT): Increase CSAT from baseline, tracked via post-flight and call center surveys
• Net Promoter Score (NPS): Maintain a minimum NPS threshold, reflecting passengers’ willingness to recommend United Nigeria Airlines.
• Service Recovery Time: Reduce average time to resolve customer complaints and issues, including those received via the call center.
• Complaint Reduction Rate: Achieve quarterly decreases in customer complaints across all channels, including the call center.
• Staff Training Completion: Ensure a high percentage of frontline staff complete customer service training within designated timelines.
• Quality Audit Scores: Attain and sustain high scores in periodic service quality audits for ground, inflight, and call center operations
• Perform any other tasks as may be assigned by the Chief Commercial Officer

Experience & Qualification

• Bachelor’s degree in Business, Hospitality, Marketing, or related field; Master’s degree preferred.
• Minimum 8 years’ experience in customer experience, service management, or related roles, preferably within the airline or hospitality industry.

Required Skills and Competencies:

• Strong leadership, communication, and interpersonal skills.
• Proven ability to analyze data and translate insights into actionable strategies.
• Experience managing large, diverse teams and delivering training programs.
• Innovative mindset with a passion for continuous improvement.
• Excellent problem-solving skills and ability to work under pressure

Physical Requirements:

• Good level of fitness and physical strength
• May be required to work late shifts
• Must be able to lift up heavy items at times.

Application Closing Date
Not Specified. 

How to Apply
Interested and qualified candidates should send their Resume and Cover letter detailing their relevant experience, location, and qualifications to: careers@flyunitednigeria.com using the Job Title as the subject of the mail.