Voice of the Customer Manager
On-site · Doha, Baladīyat ad Dawḩah, Qatar
Job Summary
Voice of Customer Manager to shape and evolve the VoC strategy across all passenger touchpoints at HIA, translating insights into decision-ready briefs for CX and business planning, building segmentation models and journey maps, and collaborating with QR, QDF, and QAS to connect satisfaction with loyalty and commercial outcomes. Lead qualitative and quantitative insights, govern data ethics, maintain dashboards and an insights repository, and mentor stakeholders to apply passenger insights across design, technology, and investments. Drive an insight-led culture, benchmark against industry standards, and deliver actionable roadmaps that inform long-term planning and prioritise improvements across the airport’s ecosystem.
Required Qualifications
- Bachelor’s Degree or equivalent
- minimum of 6 years of relevant experience
- Proven experience (typically 5–8 years) in consumer insights, VoC, or related roles
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