United Kingdom
A seasoned Aviation professional with more than 27 years’ experience, and a proven track record across multiple disciplines, within airlines and ground handling businesses. Customer First in approach, building and developing high performing teams to way-find optimal solutions which yield enhanced product offerings, and experiences, for customers and business. Primarily focused on designing meaningful air-travel ground experiences—focused on Accessibility—by harnessing people, technology, and the deep understanding of customers’ real psychological needs.
World Passenger Experience Forum Advisory Board Member: Involved in the curation of a global event engaging industry leaders, innovators, and experts to reimagine the air-travel customer experience by exploring innovative enhancements to the end-to-end air travel customer experience, in terms of design based on customer needs, with particular focus on accessibility. https://lnkd.in/ek3Mt_Gw https://passengerexperienceforum.com
Heading the operational direction, design and transformation, of the best in class air-travel customer experience at Doha’s Hamad International Airport, Qatar. Primarily responsible for the enhancement and delivery of Accessibility Customer Care Services, Arrivals Baggage Services, Trolley and Porterage Services, and QAS Travel and Tours. As a qualified practitioner in Consumer Psychology, my strategic approach towards enhancing the customer experience begins with discerning customers’ real psychological needs.
Director of a start-up management consultancy geared towards process development, implementation and continuous improvement–with a primary focus on minimising waste and delivering sustainable value for businesses, and positive memories & experiences for their customers. Specialising in customer experience & management, strategic sourcing & procurement, operational process optimisation and consumer led transformation. Initial projects included advising global private equity and consultancy firms (including Onex Corporation, ICF Consulting and PA Consulting), providing subject matter expertise on: aviation ground operations process improvements, GSE asset management and transaction support–contract management, procurement practices & product knowledge–for prospective high value investment propositions within the GSE Teir-1 supplier and leasing markets. Areas of focus also include exploring consumers’ psychological needs, and providing effective solutions for aviation businesses to restore traveller confidence–and stimulate demand–following the impact of Covid-19, and climate crisis, on air-travel.