Skip to content

Voice of the Customer Manager

General Information

Ref #
2600008D
Location
Qatar-Doha
Job family
Corporate & Commercial
  • Closing Date: 2026-06-25

Description

What You’ll Lead (Strategic Impact)

  • Shape and continuously evolve the Voice of Customer (VoC) strategy across every passenger touchpoint at HIA—from landside to airside, lounges to retail—ensuring our passenger insight directly informs long-term planning, CX strategy, and commercial priorities.
  • Bring the passenger to life by building robust segmentation models, personas, and end-to-end journey maps (e.g., premium, family, PRM, transfer, O&D), enabling teams to design experiences and services based on real passenger needs—not assumptions.
  • Translate data into influence by creating compelling, executive-level insight packs with clear “so what” narratives, supporting decision-making at APC, CX & Brand Committee, and key project forums.
  • Champion a truly insight-led culture, embedding VoC data into major design, technology, and investment decisions—reducing reliance on anecdotal inputs and strengthening evidence-based governance.
  • Collaborate closely with Qatar Airways (QR), Qatar Duty Free (QDF), and Qatar Aviation Services (QAS) to connect satisfaction insights with loyalty, dwell time, and commercial spend—unlocking a holistic understanding of passenger behavior and value.
  • Keep HIA at the forefront of global excellence by benchmarking our VoC programme against leading airports and industry standards (e.g., Skytrax, ACI ASQ), and introducing innovative approaches to passenger insight.
  • Identify what matters most to passengers by uncovering pain points and opportunities through deep analysis, and translate these into a clear, prioritised improvement roadmap that feeds into CX and business planning cycles.
  • Ensure the highest standards of data governance and ethical research, safeguarding passenger privacy and aligning with local regulations and global best practice.

 

What You’ll Drive (Operational Excellence)

  • Own and optimise HIA’s end-to-end VoC ecosystem—spanning surveys (CSAT/NPS), QR/SMS feedback, digital channels, social listening, and complaints analytics—to maximise insight coverage across all touchpoints.
  • Go beyond the numbers by leading qualitative research initiatives (e.g., interviews, journey shadowing, mystery shopping, UX testing) to uncover deeper behavioural insights that shape impactful CX improvements.
  • Close the loop on feedback by partnering with operational teams to act on insights, track resolutions, and, where relevant, communicate back to passengers—demonstrating that feedback drives real change.
  • Manage and enhance VoC technology platforms, ensuring accuracy, reliability, and seamless integration with business intelligence systems.
  • Coordinate on-the-ground research activities across the airport, working closely with operations and security to deliver insights without disrupting passenger flow.
  • Provide timely, high-impact insight briefs during critical moments (e.g., disruptions, peak periods, new launches), equipping leadership with real-time passenger sentiment to guide decisions.
  • Lead external research partnerships, ensuring strong governance across scope, quality, and budget, and delivering outputs that meet HIA’s high standards.
  • Build organisational capability by empowering stakeholders across functions to confidently interpret and apply passenger insights in their day-to-day decisions.
  • Maintain a centralised, accessible insights repository—ensuring data, reports, and persona frameworks are organised, up-to-date, and easy to leverage across the business.

Qualification

Who We’re Looking For

You bring a strong foundation in consumer insights and a passion for understanding customer behaviour, combined with the ability to translate data into meaningful action.

Qualifications & Experience

  • Bachelor’s Degree or equivalent, with a minimum of 6 years of relevant experience
  • Proven experience (typically 5–8 years) in consumer insights, Voice of Customer (VoC), or related roles

Skills & Expertise

  • Strong command of the English language, with the ability to clearly communicate insights to a range of audiences
  • Ability to identify and articulate meaningful differences across customer segments, turning complex data into clear, actionable narratives
  • Hands-on experience with survey tools and feedback collection platforms
  • Demonstrated ability to design impactful VoC dashboards and deliver compelling presentations for stakeholders

Leadership & Team Contribution

  • Confident in setting direction, prioritising work, and managing workflows to deliver results
  • Strong mentoring and coaching capabilities, with a genuine interest in developing others
  • Ability to foster collaboration and build a high-performing, team-oriented environment
https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&job=2600008D