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—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.