Mudassar Khan
I lead the portfolios that deliver CRM, loyalty and AI-powered service for airlines and hospitality brands, so the moments guests remember go right.
Airlines, airports, hospitality groups and their investors bring me in at the stage that suits them.
Customer experience, CRM and loyalty strategy, AI readiness, and independent reviews of customer platforms and vendor estates.
Hands-on leadership to stand up a transformation office, run a platform migration, or recover a programme that has gone off track.
Customer, digital or transformation leadership with airlines, airports, hospitality and PE-backed businesses. Golden Visa, no sponsorship needed.
From booking and check-in to loyalty and service, at Etihad Aviation Group and across private-equity portfolios.
Owned a portfolio spanning CRM, passenger service systems, booking, loyalty and AI automation across 50+ markets. Directed the migration to Amadeus PSS and retired legacy platforms including Sabre Web, Epiphany, Travelport Digital and IBM CTS.
Took the majority of routine demand off Etihad's customer-support teams.
Led the programme that helped reopen Etihad's network after the fleet was grounded.
Unified 100+ holiday parks on one Sitecore, Salesforce and property-management ecosystem, aligned to KKR's value-creation goals.
Multi-partner loyalty platform that lets members earn and redeem on European rail, designed to extend to hotels and car rental.
Turned around a fragmented Salesforce estate through vendor replacement, legacy code removal, architecture rationalisation and a governance reset.
Launched an ART delivery model and CAB governance to coordinate multi-disciplinary teams and stabilise releases.
Three disciplines, applied to every moment a passenger or guest has with your brand.
Salesforce CRM, loyalty and retailing that turn one-off bookings into lasting relationships, from Skywards Rail to multi-brand guest platforms.
AI-enabled service that resolves issues before they become complaints, on a sound operating model so automation scales the right process.
SAFe-certified delivery across multi-vendor estates, from PSS migrations to Agile Release Trains, with SteerCo and Design Authority governance leadership can see.
Eighteen years across aviation, banking, insurance, telecoms, consumer health and private equity.
Skywards Rail loyalty platform and the KKR holiday-park transformation.
CRM, PSS, loyalty and AI portfolio across 50+ markets; Verified to Fly.
Global Sitecore and Azure migration across 40+ markets.
Led "Rethink UX", redesigning customer journeys across banking products.
Next Generation Website and the digital customer experience programme.
New global digital delivery model; £500K+ in savings.
Advisory, interim or permanent leadership in customer experience, CRM and loyalty. I'd like to hear what you're working on.
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