Trainer-Customer Centricity

Trainer – Customer Centricity

Employment Type : Fixed Term Contract (3 Years)

Delivery Mode : Classroom, hub/station deployment, workshop simulations and blended learning support

Location and Travel : Delhi/Bangaluru/Pan-India travels as per rollout plan and station requirements

Primary Measure of Success : Consistent, high-quality delivery of the programme with strong learner engagement and measurable behavior adoption

2. Purpose of the Role

The Customer Experience Trainer will deliver the Air India Express Customer Experience training across frontline teams (Cabin Crew and Airport Services) and help embed customer-centric behaviors across the network.

CX trainers will be expected to deliver workshops, facilitate behavioral practice, support trainer certification, contribute to quality assurance, and protect programme consistency across locations.

3. Key Responsibilities

A. Programme Delivery

• Facilitate experiential classroom sessions, activities, simulations, role plays, practice rounds and structured debriefs.
• Deliver sessions independently or as part of the two-facilitator delivery model, depending on programme design.
• Ensure consistent learner experience across various location across India.
• Prepare thoroughly for each batch using facilitator guides, cue cards, activity instructions and programme resources.
• Manage training batch logistics, stakeholder coordination, venue readiness, learner administration, and operational execution for smooth rollout of learning programmes.
• Training Delivery Reporting, Analytics & Insights

B. Facilitation Excellence

• Create a psychologically safe learning environment for diverse frontline employees.
• Use adult learning principles to maintain high engagement and learner participation.
• Demonstrate strong professional presence, classroom control, storytelling, and energy management.
• Apply active listening, powerful questioning, neutrality, empathy and summarising skills during facilitation.
• Manage challenging participant situations with maturity, respect, and composure.
• Participate in periodic calibration reviews to ensure consistency across trainers and locations.
• Contribute to monthly dashboards and sustenance governance trackers.
• Track participant feedback, NPS, assessment scores, and learner effectiveness indicators.

4. Qualification and Experience

Education - Essential Bachelor's degree in any discipline.

Education - Preferred Degree/diploma in Learning & Development, Hospitality, Aviation, Education, Psychology, Human Resources or Communication.

Experience - Essential 5+ years of training, facilitation or customer service capability-building experience.

Experience - Essential Experience delivering classroom-based behavioral, service excellence, communication, or customer experience workshops.

Experience - Preferred Aviation or hospitality frontline training background.

Experience - Preferred Experience coaching trainers, conducting TTT, assessing facilitation skills or supporting trainer certification.

Batch Exposure Comfortable in facilitating groups of approximately 20-30 participants and managing high-participation workshops.

7. Preferred Talent Pools

• Ex-cabin crew trainers and aviation service instructors
• Airport services / ground operations trainers with customer experience orientation
• Hospitality trainers from premium hotel brands or service excellence academies
• Behavioral skills facilitators with strong classroom presence
• Customer Experience trainers from aviation, hospitality, premium retail, telecom, BFSI or travel sectors
• Certified trainers with Train-the-Trainer, coaching, facilitation.
• L&D specialists who have managed simulations, role plays, assessment centers or service transformation programmes