Head of Crew Service Training

The Head of Cabin Crew Training is a senior leadership role responsible for shaping and leading the delivery of Cabin Crew training across the airline. The role ensures the airline's service ambition, brand promise, and premium proposition are consistently translated into high quality customer experiences. This position provides strategic leadership across safety & service training delivery while actively contributing to the evolution of the cabin crew training strategy. Working closely with training design, innovation, inflight service, and operational stakeholders, the role ensures Safety & Service training remains aligned with premium standards, evolving customer expectations, and future business needs.With a strong focus on service elevation, premium excellence, and innovation, the Head of Cabin Crew Training ensures training delivery is scalable, efficient, and capable of sustaining world class service standards at pace.

Accountabilities

• Shape and contribute to the cabin crew training strategy, ensuring training priorities align with brand positioning, premium service ambition, and long term customer experience objectives.
• Lead and govern the delivery of cabin crew training across initial, recurrent, and enhancement programmes, ensuring consistent execution of approved strategies.
• Translate service strategy into effective training delivery, embedding required competence, behaviours, standards, and service rituals through high quality learning experiences.
• Partner with Training Design, Innovation, and Service stakeholders to shape and influence the development and evolution of training frameworks, curricula, and methodologies.
• Drive continuous service elevation through training, using delivery insights, operational feedback, and customer data to inform improvements in training approach and content.
• Champion innovation in training delivery, shaping the adoption of new tools, technologies, and experiential learning methods to enhance engagement, realism, and efficiency.
• Ensure training delivery models support scale and efficiency, balancing premium service outcomes with optimal use of instructors, facilities, and training time.
• Set clear expectations for instructor capability and role model behaviour, ensuring trainers consistently demonstrate and reinforce premium standards.
• Provide strategic oversight of service training performance, identifying risks, trends, and opportunities that inform future training strategy and investment decisions.
• Represent cabin crew training at senior governance forums, contributing insight on service capability, readiness, and training led service improvement.

Education & Experience

• Minimum of 12 years' experience within the airline operation (aviation) industry, including at least 5 years in a senior management role leading team.
• Extensive airline cabin crew experience is strongly preferred, with a solid foundation in inflight service delivery, premium service standards, and customer experience execution