Manager Customer Experience Data & Insights

Role Overview

The Manager Customer Experience Data & Insights plays a pivotal role in understanding and analyzing passenger behaviors and preferences to enhance Abu Dhabi Airport's customer experience strategy. This position oversees the gathering, examination, and interpretation of data across all passenger interactions, converting findings into practical recommendations that boost customer engagement, satisfaction, and brand loyalty. The role works closely with multiple departments to apply advanced analytical techniques and reporting tools that support data-driven decisions, ensuring a superior passenger-centric environment.

Key Responsibilities

• Foster a culture centered on data-driven customer experience to translate passenger insights into strategic initiatives that improve engagement and satisfaction.
• Manage comprehensive analysis of customer interaction points to detect trends, deficiencies, and improvement opportunities.
• Deliver actionable insights to shape the customer experience strategy, support digital projects, and guide operational choices.
• Create and sustain executive dashboards, key performance indicators (KPIs), and reporting systems to monitor success and illustrate impact.
• Collaborate with cross-functional teams to integrate insights into decision-making processes and promote innovation in passenger services.
• Lead the use of advanced analytics, predictive models, and emerging technologies to anticipate passenger needs and enhance experience outcomes.
• Contribute to risk assessment reviews by working with the Health, Safety & Environment (HSE) team to identify key risks without engaging in direct field activities.
• Advocate for workplace safety by encouraging prompt reporting of incidents, near misses, and environmental issues, while reinforcing the importance of personal protective equipment and organizational safety standards.
• Ensure team compliance with HSE procedures, escalating concerns as necessary, and coordinating with HSE and operational stakeholders to ensure corrective measures are implemented.
• Perform additional duties as assigned by the Line Manager to meet divisional targets.

Required Competencies

• Comprehensive understanding of processes within airports, airlines, and service providers.
• Strong communication skills, both written and verbal.
• Excellent attention to detail.
• Ability to manage pressure effectively.
• Results-oriented mindset.
• Strong analytical and problem-solving capabilities.