Job Description

The Manager Customer Experience Data & Insights is responsible for driving a deep understanding of passenger behavior, preferences, and needs to inform and enhance the airport's customer experience strategy. The role leads the collection, analysis, and interpretation of customer data across all passenger touchpoints, transforming insights into actionable recommendations that improve engagement, satisfaction, and loyalty. Working closely with cross-functional teams, the role leverages advanced analytics, reporting, and predictive insights to support evidence-based decision-making and ensure Abu Dhabi Airports consistently delivers world-class, passenger-centric experiences.

Responsibilities

• Drive a data-led customer experience culture by translating passenger insights into strategic actions that enhance engagement and satisfaction.
• Lead end-to-end analysis of customer touchpoints to identify trends, gaps, and opportunities for continuous improvement.
• Provide actionable recommendations to influence customer experience strategy, digital initiatives, and operational decisions.
• Develop and maintain executive dashboards, KPIs, and reporting frameworks to monitor performance and measure business impact.
• Partner with cross-functional teams to embed customer insights into decision-making and drive innovation across the passenger journey.
• Champion advanced analytics, predictive modelling, and emerging technologies to anticipate passenger needs and improve customer experience outcomes.
• Support the review of risk assessments in collaboration with the HSE team, ensuring key risks are understood without direct field involvement.
• Promote safe work practices by encouraging timely reporting of incidents, near misses, and environmental concerns, while reinforcing the importance of PPE and organizational safety requirements.
• Monitor team compliance with HSE procedures and escalate issues as required, working with HSE and operational stakeholders to ensure corrective actions are implemented.
• Perform any other duties assigned by the Line Manager to support divisional objectives.

Requirements & Skills

Education

• Bachelor's degree in a relevant discipline or equivalent professional experience.

Experience

• Minimum of 7 years of experience in a similar role, preferably within the airport or aviation industry.

Knowledge

• Strong knowledge of airport operations, airline processes, and service provider operations.
• Understanding of customer experience measurement, data analytics, and performance reporting.
• Familiarity with predictive analytics, dashboards, KPIs, and business intelligence tools.

Skills & Competencies

• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• High attention to detail.
• Ability to work effectively under pressure.
• Results-oriented with a focus on continuous improvement.
• Strong stakeholder management and cross-functional collaboration skills.
• Ability to translate complex data into clear, actionable business insights.
• Commitment to health, safety, and environmental (HSE) standards and compliance.