About the Role
Lead the quality assurance and continuous improvement of products, services, and hospitality experiences. This role involves assessing compliance with approved product specifications, service design standards, operational procedures, and brand requirements. You will identify gaps between intended and delivered experiences and drive corrective actions to enhance quality, consistency, and operational effectiveness across the end-to-end guest journey.
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Key Responsibilities
- Product Process Quality Assurance – Assess compliance of Product Development teams with approved processes, governance requirements, specifications, and implementation standards. Identify control gaps, risks, deviations, and track agreed corrective actions to closure.
- Product Quality & Implementation – Review products across cabins and guest touchpoints to ensure that approved specifications, quality requirements, and intended guest outcomes are implemented and maintained properly.
- Service Design Assurance – Evaluate Service Design outputs against experience principles, service standards, operational procedures, and brand requirements. Confirm service concepts are clear, complete, executable, and supported by defined quality measures.
- Service Delivery Quality – Assess Cabin Crew and relevant operational teams' service delivery against approved service design and hospitality standards through structured observations, service assessments, guest feedback, and performance indicators. Identify gaps between intended and actual delivery.
- Cross-functional Quality Reviews – Establish and manage a structured programme of quality and compliance reviews across Product, Service Design, Cabin Crew Performance, Catering, Lounges, and other relevant guest experience teams, using consistent criteria and documented evidence.
- Findings, Corrective Actions & Closure – Document findings, assess root causes, and agree on corrective action plans with accountable business owners. Monitor progress, verify implementation, and confirm that actions have addressed the identified gaps.
- Quality Standards & Governance – Assist in developing and maintaining product, service, and hospitality standards, review criteria, quality scorecards, and reporting frameworks. Ensure requirements remain relevant, measurable, and aligned across functions.
- Continuous Improvement – Use review findings, guest feedback, complaints, operational insight, and performance trends to identify recurring issues and improvement opportunities. Translate insights into prioritized recommendations and sustainable product and service enhancements.
- Leadership Reporting – Provide concise reporting on compliance levels, key findings, recurring issues, risks, corrective action status, and improvement outcomes. Escalate significant gaps requiring leadership intervention or cross-functional decisions.
Qualifications
- Bachelor’s degree in Hospitality, Business, Aviation, Quality Management, Customer Experience, or a related field.
- Minimum 5 years of experience in product or service quality, quality assurance, guest experience, service design, operational performance, or continuous improvement, preferably within an aviation or premium service environment.
- Strong knowledge of quality assurance, compliance reviews, root-cause analysis, corrective action management, process governance, and performance reporting.
- Strong stakeholder management, analytical, and communication skills, with the ability to assess evidence objectively, challenge constructively, and translate findings into practical and measurable improvements.
Additional Information
- Job posting close date: 25th October 2026.
- Division: Revenue & Commercial Division.
Fraud Alert
Beware of fraudulent job offers from individuals or organizations claiming to represent this employer. They will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If asked for money, please treat it as fraudulent.
