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. This role manages the collection, analysis, and interpretation of data across all touchpoints, transforming insights into actionable recommendations that improve engagement, satisfaction, and loyalty. The post holder collaborates with cross-functional teams, leveraging advanced analytics and reporting to support evidence-based decision-making and ensure Abu Dhabi Airport consistently delivers world class, passenger-centric experiences.
Major areas of responsibility
- Drive a data-led culture for customer experience, translating passenger insights into strategic actions that enhance engagement and satisfaction.
- Lead the end-to-end analysis of customer touchpoints, identifying trends, gaps, and opportunities for improvement.
- Provide actionable recommendations to influence CX strategy, digital initiatives, and operational decisions.
- Develop and maintain executive dashboards, KPIs, and reporting frameworks to track performance and demonstrate impact.
- Partner with cross-functional teams to embed insights into decision-making and drive innovation in passenger experience.
- Champion advanced analytics, predictive modelling, and emerging technologies to anticipate passenger needs and improve CX outcomes.
- Support the review of risk assessments through collaboration and consultation with 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, and reinforcing the importance of PPE and organizational safety expectations.
- Monitor team adherence to HSE procedures and escalate issues as needed, working closely with HSE and operational stakeholders to ensure corrective actions are addressed appropriately.
- Any other responsibilities assigned by Line Manager to achieve divisional objectives.
Top competencies required
- Knowledge of Airport processes, Airline processes and Service provider processes
- Good Written & Verbal Communication skills
- Attention to detail
- Coping with pressure
- Achieving results
- Analytical and problem-solving abilities.
