Team Leader – CX Excellence Processes & Procedures

About the role

The Team Leader – CX Excellence Processes & Procedures will own the governance of all customer‑facing support processes, policies and procedures. You will ensure they are standardized, compliant, effortless for customers and continuously improved based on Voice of Customer insights.

Key responsibilities

• Define and maintain company‑wide process governance frameworks for frontline and back‑office teams across all customer channels.
• Develop, document and control SOPs, FAQs, service‑recovery templates and other customer‑facing documentation.
• Design service standards (SLAs, response times, first‑contact resolution) for voice, chat, email, social and web channels.
• Manage the Knowledge Base, including access levels, version control, expiry and review cycles.
• Lead CX change control, track post‑implementation outcomes and drive continuous improvement.
• Facilitate stakeholder governance forums, training and approval committees.
• Apply Lean, Six Sigma or similar methodologies to optimise top customer pain points and monitor KPI performance.
• Run A/B pilots to validate policy or process changes on customer and financial impact.

Required profile

• Bachelor’s degree.
• Minimum 3 years of relevant experience in process governance, CX operations or similar.
• Fluent English communication skills.

Required skills

• Lean methodology.
• Six Sigma methodology.

What we offer

• Opportunity to shape CX standards for a leading airline.
• Collaborative environment with cross‑functional teams.
• Professional development in process excellence.