The Head-Customer Experience is accountable for Dubai Airports (DXB and DWC) customer research planning and execution and leads in house and third party research frameworks, including passenger satisfaction surveys and ACI’s airport service quality (ASQ). Through leadership of aviation and non aviation benchmarking and analysis such as airport choice behaviour, customer expectations and needs, segmentation, demographics and behavioural profiling the roleholder develops deep customer insights and diffuses this throughout the organisation. At leadership level the roleholder provides critical customer experience input for decision-making regarding innovative, world class customer centric product and service requirements.
Through insight into the changing needs of the passenger base and industry and ex industry best practice and innovation the roleholder provides the strategic basis for the design and development of innovative and commercially advantageous products and services within DA as well as providing decision support to airport master planning and operational process improvement teams related to passenger satisfaction. The role holder is responsible for building customer centric relationships across the organisation as well as with our key service partners and for leading the development of collaborative strategies for improving customer experience.
Qualifications and Education:
Masters level in a discipline related to customer experience management, customer focused innovation or service design.
Minimum 8-10 years’ experience in customer experience research and production of innovative product and service concepts, with at least 5 years senior management experience in an airport customer experience role. Excellent collaboration, communication and presentation skills are an essential prerequisite.
The jobholder plays a key role in setting the Customer Experience Strategy internally, in influencing key decision makers and the constructive working relationship between Dubai Airports and key partners in terms of Customer Experience.
• Commercial (Retail, Food and Beverage)
• Terminal Operations
• Corporate Communications & Business Development
• All Units within the Strategy & Development Group
• Shared Services
• Internal project teams
• Dubai Aviation Engineering Projects
• All airlines, including base carriers Emirates and flydubai
• Dubai Tourism and Commerce Marketing
• Dubai Naturalisation and Residency Department
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