Job description

Customer Experience Team Leader role based at Abu Dhabi International Airport within a multinational organization operating across Transport, Defence & Advisory sectors, delivering Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. The role is responsible for leading and coordinating Customer Experience (CX) Team Members in a 24/7 shift-based airport operational environment, ensuring effective deployment of staff across allocated zones within Abu Dhabi Airport. The position requires execution of shift plans, break management, redeployment of staff, and ensuring full operational coverage in line with client operational requirements. The CX Team Leader reports to Senior CX Team Leaders and works closely with internal and external service partners including client operations teams and control centres. Responsibilities include ensuring all team members are trained, competent, and briefed on role requirements, conducting shift briefings and handovers, and maintaining accurate administrative records and operational reports. The role also involves coaching, mentoring, and guiding team members to ensure high performance standards, supporting performance reviews, training sessions, and ongoing development. Additional duties include liaising with security teams and soft services teams, ensuring compliance with operational standards, and contributing to continuous improvement of service delivery within airport transport and security-sensitive environments.