Nederlands 
About this job
Key facts
Senior Customer Excellence Consultant (Flights)
Contract
ASAP
Yes
Amsterdam, North Holland, Netherlands
Negotiable €
Senior Customer Excellence Consultant (Flights)
Contract: Interim / Contractor
Duration: 6 Months
Language: English
About the Role
What You'll Do
- Design and optimise Flights Customer Service operating models
- Define governance, ownership, KPIs and SLA frameworks
- Create end-to-end service workflows for booking, changes, disruptions, cancellations and refunds
- Support direct airline integrations from an operational perspective
- Assess and improve outsourced service delivery models
- Define SOPs, escalation paths and operational controls
- Identify cost, efficiency and customer experience improvement opportunities
- Manage operational risk, including ADM processes and servicing errors
- Partner with senior stakeholders across multiple business functions
What You'll Bring
Required
- 8+ years' experience within an OTA, Airline, GDS or Travel BPO environment
- Strong Flights Customer Service Operations background
- Proven experience designing or transforming operating models
- Deep understanding of airline ticketing and servicing lifecycles
- Experience with Amadeus, Sabre and/or Travelport
- Knowledge of IATA, BSP, ARC and ADM processes
- Experience working with outsourced customer service providers
- Strong stakeholder management and communication skills
Preferred
- Experience supporting direct airline integrations
- Large-scale transformation programme experience
- International or multi-market operations experience
- Consulting, Operational Excellence or Service Design background
What Success Looks Like
- A scalable customer service operating model supporting future growth
- Improved service performance, efficiency and accountability
- Stronger operational controls and risk management
- Successful support of airline integration initiatives
- Clear operational frameworks that can support expansion through 2030
Interested?
Let op: vacaturefraude
Helaas komt vacaturefraude steeds vaker voor. We waarschuwen je voor mogelijke misleiding:
* Wij zullen nooit via WhatsApp of in een videogesprek vragen om jouw persoonlijke gegevens (zoals een kopie van je ID, bankgegevens of BSN).
* Twijfel je over de echtheid van een vacature of contactpersoon? Neem dan altijd rechtstreeks contact met ons op via de officiële contactgegevens op onze website.
Important: job fraud
Unfortunately, job fraud is becoming more common. Beware of such scams:
* We will never ask for personal information (such as a copy of your ID, bank details, or social security number) via WhatsApp or during a video call.
* If you're unsure whether a vacancy or contact person is legitimate, please reach out to us directly using the official contact details on our website.
