Head - Customer insight

Get AI-powered advice on this job and more exclusive features. This Is What Agility Feels Like STRATEGY AND DEVELOPMENT Head – Customer Insights The Strategy team maps out where we’re going, what that means, and what it looks like, while our Corporate Planning team ensures we prioritize investments across a broad range of competing priorities. Our Research teams analyze current and future operational performance to ensure we’re proactive, and Design translates strategies into award-winning products and experiences. Our Program Management team is responsible for delivering strategies into realized benefits. What You'll Deliver Develop and implement the customer insights strategy to deliver a world-class guest experience by collaborating with senior leadership to integrate customer insights into the overall business strategy, masterplans, and decision-making processes. Design and oversee comprehensive customer research programs, including surveys, focus groups, interviews, and observational studies. Monitor industry trends, competitor activities, and market conditions to identify opportunities and threats; conduct benchmarking studies to evaluate the airport’s performance relative to other leading airports. Develop and maintain a comprehensive set of customer experience KPIs and metrics, reporting regularly to the senior management team. Engage with internal and external stakeholders, sector partners, and community groups to gather diverse perspectives and feedback, fostering strong relationships to enhance the guest experience. What You Bring Master’s degree in a related discipline. 7-10 years of relevant experience in Customer Insights, Market Research, or Customer Experience Management. Previous experience in leadership, communication skills, strategy development and execution, data analytics, and research (quantitative and qualitative). Strong stakeholder management experience. Life at Dubai Airports Dubai Airports is a fast-moving, fast-growing business committed to delivering excellent airport experiences 24/7. We encourage innovation, teamwork, and continuous improvement, connecting the world and shaping the future of air travel. Join us to be part of an impactful, innovative environment that pushes you to excel and make a difference. Seniority level Director Employment type Full-time Job function Marketing and Sales Industries Airlines and Aviation #J-18808-Ljbffr