Voice of the Customer Manager

About the role

The Voice of the Customer (VoC) Manager will shape and continuously evolve the VoC strategy across every passenger touchpoint at Hamad International Airport. You will turn passenger insight into actionable guidance for long‑term planning, CX strategy and commercial priorities.

Key responsibilities

• Develop and maintain segmentation models, personas and end‑to‑end journey maps for diverse passenger groups.
• Create executive‑level insight packs with clear "so what" narratives for senior committees and project forums.
• Embed VoC data into design, technology and investment decisions, reducing reliance on anecdotal inputs.
• Collaborate with Qatar Airways, Qatar Duty Free and Qatar Aviation Services to link satisfaction insights with loyalty, dwell time and commercial spend.
• Benchmark the VoC programme against leading airports and industry standards, introducing innovative insight approaches.
• Own the end‑to‑end VoC ecosystem, including CSAT/NPS surveys, digital feedback channels, social listening and complaints analytics.
• Lead qualitative research initiatives such as interviews, journey shadowing, mystery shopping and UX testing.
• Close the feedback loop by partnering with operational teams to act on insights and track resolutions.
• Manage VoC technology platforms and ensure seamless integration with business intelligence systems.
• Provide timely insight briefs during disruptions, peak periods or new launches.

Required profile

• Proven experience leading Voice of Customer or customer insight programmes in a large, multi‑stakeholder environment.
• Strong analytical mindset with the ability to translate data into clear business recommendations.
• Excellent stakeholder management skills, capable of influencing senior leadership and cross‑functional teams.
• Knowledge of data governance, privacy regulations and ethical research practices.
• Experience working in aviation, airport or related travel sectors is a plus.

Required skills

What we offer

• Opportunity to influence passenger experience at a world‑class international airport.
• Collaborative environment with leading aviation partners.
• Access to cutting‑edge VoC technologies and industry benchmarking data.