Chief Guest Experience Officer

About the role

Oman Air is creating its first Chief Guest Experience Officer to own the end‑to‑end guest journey and embed authentic Omani hospitality across every touchpoint. This senior executive will shape the airline’s service culture, drive strategic transformation and ensure a premium, consistent experience for all passengers.

Key responsibilities

• Lead the Voice of the Guest at Executive Committee level, representing customer insights in strategic decisions.
• Define, implement and continuously improve the Oman Air Guest Experience Strategy, standards and principles.
• Develop long‑term transformation roadmaps and align Guest Experience initiatives with corporate objectives.
• Embed Omani hospitality and heritage into every stage of the passenger journey.
• Drive improvements in customer satisfaction, loyalty, advocacy and Net Promoter Score.
• Ensure consistent service delivery across all customer touchpoints, both digital and physical.
• Lead enterprise‑wide Guest Experience transformation campaigns and innovation projects.
• Protect and strengthen the premium brand proposition while balancing operational efficiency, financial sustainability, safety and regulatory compliance.
• Foster a service culture where every employee contributes to the guest experience.

Required profile

• Senior executive with proven leadership in customer‑experience or service‑excellence functions.
• Demonstrated ability to influence at board or executive committee level.
• Track record of designing and executing large‑scale transformation programmes.
• Deep understanding of hospitality principles, preferably with experience in airline or related travel sectors.
• Strong strategic thinking, commercial acumen and ability to balance operational and financial goals.
• Familiarity with Omani culture and the Oman Air Service Culture is a plus.

Required skills