Head – Customer insight

Careers at UAE; Dubai; On-site; AED 350,000 - 550,000; Full time

Job summary

A leading airport authority in Dubai is seeking a Head of Customer Insights to develop and implement a customer insights strategy that enhances guest experiences. The successful candidate will have at least 7 years of experience in customer insights and market research, strong leadership skills, and a master's degree in a related field. The role involves designing research programs, monitoring industry trends, and engaging with stakeholders to improve service delivery.

Qualifications

• Educated to a master’s level degree with a related discipline.
• Minimum of 7‑10 years of relevant experience in Customer Insights or Market research.
• Experience in effective leadership and communication skills.
• Strong stakeholder management.

Responsibilities

• Develop and implement the customer insights strategy.
• Design and oversee comprehensive customer research programs.
• Monitor industry trends and competitor activities.
• Develop and maintain customer experience KPIs and metrics.
• Engage with stakeholders and community groups for feedback.

Skills

Customer insights strategy development

Market research

Data analytics

Stakeholder management

Leadership and communication skills

Qualitative research

Education

Master's degree in a related discipline

Job description

Head – Customer insight

Strategy & Development

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 whilst our Corporate Planning team ensures we prioritise investments across a broad range of competing priorities. Our Research teams analyse current and future operational performance so that we’re never playing catch‑up and Design translates strategies into award‑winning products and experiences. Our Program Management team are responsible for the delivery of our strategies into realised benefits.

What you’ll deliver

• You’ll be responsible to develop and implement the customer insights strategy delivering a world‑class guest experience by collaborating with senior leadership to integrate customer insights into the overall business strategy, masterplans and decision‑making processes
• You’ll design and oversee comprehensive customer research programs, including surveys, focus groups, interviews, and observational studies
• You’ll 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
• You’ll develop and maintain a comprehensive set of customer experience KPIs and metrics and report regularly to senior management team
• You’ll engage with internal and external stakeholders, sector partners and community groups, to gather diverse perspectives and feedback. Fostering strong relationships with key stakeholders to enhance the current and future guest experience

What you bring

• You’ll be educated to a master’s level degree with a related discipline
• You’ll have a minimum of 7‑10 years of relevant experience in Customer Insights, Market research, Customer experience management.
• You’ll have previous experience in effective leadership and communication skills, strategy development and execution, data analytics, quantitative and qualitative research
• You’ll have strong stakeholder management experience

Life at Dubai Airports

Fast‑moving and fast‑growing, Dubai Airports is a business that’s all about delivering great airport experiences, 24 hours a day. Life here means always pushing – and being pushed – to work better and smarter. With us, you’ll be encouraged to be the best you can be. You’ll be part of the team that connects the world. And at every opportunity, you’ll go beyond; delivering an advanced, innovative future for yourself and our business, and making an impact that delivers for Dubai.