Voice of the Customer Manager

What You’ll Lead (Strategic Impact)

• Shape and continuously evolve the Voice of Customer (VoC) strategy across every passenger touchpoint at HIA, ensuring passenger insight informs long-term planning, customer experience strategy, and commercial priorities.
• Build segmentation models, personas, and end-to-end journey maps for passenger groups including premium, family, PRM, transfer, and origin-and-destination passengers.
• Create executive-level insight packs with clear narratives to support decision-making at committees and project forums.
• Embed VoC data into design, technology, and investment decisions to strengthen evidence-based governance.
• Collaborate with Qatar Airways, Qatar Duty Free, and Qatar Aviation Services to connect satisfaction insights with loyalty, dwell time, and commercial spend.
• Benchmark the VoC programme against leading airports and industry standards such as Skytrax and ACI ASQ.
• Identify passenger pain points and opportunities and translate them into prioritised improvement roadmaps.
• Ensure high standards of data governance, ethical research, passenger privacy, and regulatory compliance.

What You’ll Drive (Operational Excellence)

• Own and optimise HIA’s end-to-end VoC ecosystem, including CSAT and NPS surveys, QR/SMS feedback, digital channels, social listening, and complaints analytics.
• Lead qualitative research such as interviews, journey shadowing, mystery shopping, and UX testing.
• Partner with operational teams to act on insights, track resolutions, and communicate outcomes to passengers where relevant.
• Manage and enhance VoC technology platforms and their integration with business intelligence systems.
• Coordinate airport research activities with operations and security while minimising disruption to passenger flow.
• Provide timely insight briefs during disruptions, peak periods, and new launches.
• Lead external research partnerships and govern scope, quality, budget, and deliverables.
• Build organisational capability by helping stakeholders interpret and apply passenger insights.
• Maintain a centralised, accessible repository for data, reports, and persona frameworks.

Qualifications & Experience

• Bachelor’s degree or equivalent.
• Minimum of 6 years of relevant experience, typically 5–8 years in consumer insights, Voice of Customer, or related roles.
• Strong command of English and the ability to communicate insights clearly to varied audiences.
• Ability to identify meaningful differences across customer segments and turn complex data into actionable narratives.
• Hands-on experience with survey tools and feedback collection platforms.
• Experience designing VoC dashboards and delivering stakeholder presentations.
• Ability to set direction, prioritise work, manage workflows, mentor others, and foster collaboration.