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.

Key Responsibilities

• 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 documentatio...