Manager, CX Assurance

Senior Manager, CX Insights and Assurance

The Manager, CX Assurance is responsible for leading the GTCX customer experience assurance function, ensuring the consistency, quality, and integrity of service delivery across all customer touchpoints. This role oversees key assurance programmes including (but not limited to) mystery flyer/shopper, station visit and audits, competitor benchspaning, and CX compliance assessments.

The role plays a critical part in translating customer experience standards into measurable insights, identifying service gaps, and driving data-led improvements in collaboration with internal stakeholders. The successful candidate will act as a trusted CX partner to business units (BUs), seeding and supporting continuous improvement to elevate overall customer satisfaction across MAG BUs.

1. Lead and continuously enhance our CX Assurance framework to ensure alignment with MAG and CTCX priorities.
2. Establish clear methodologies, governance, and quality controls for all CX Assurance activities.
3. Manage end-to-end CX Assurance program including scope definition, roster management, execution, and reporting.
4. Ensure assurance tools and evaluation criteria remain relevant, practical, and aligned with evolving service standards.
5. Analyse CX assurance data (quantitative and qualitative) to identify systemic issues, strengths, and improvement opportunities.
6. Partner closely with touchpoint leads, business units (Bus), program management team and other internal stakeholders to support opportunity seedings and service improvements

• Bachelor’s degree in Business Administration, Marketing, Customer Experience, Operational Management, Aviation, Engineering or any related discipline

• Minimum 7 years of experience in CX, Customer Service, Quality Assurance, Operation, Process Improvement or other related fields

• Proven experience in managing service assurance functions such as (but not limited to) mystery flyer/shopper, service audit/observation, competitor benchspaning and/or compliance assessments preferably in aviation, hospitality, travel, or service-intensive industries.
• Strong analytical and critical thinking skills with the ability to translate observations and insights into practical actions.
• Excellent written and verbal communication skills, including senior-level engagement
• High attention to detail with a strong sense of fairness, objectivity, and integrity.
• Collaborative mindset with the ability to balance between assurance firmness and collaborative partnership with stakeholders.
• Comfortable working in a fast-paced, operational environment with multiple stakeholders

• Collaborative while balancing assurance firmness
• Detail-oriented with big-picture mindset
• Clear communicator and storyteller