Manager Customer Experience Data & Insights

Abu Dhabi Airports; Abu Dhabi; On-site; AED 300,000 - 520,000; Full time

Job summary

Abu Dhabi Airports is seeking a Manager Customer Experience Data & Insights to lead the data-driven understanding of passenger behavior and preferences, informing the airport's CX strategy. You will manage data collection, analytics, and reporting across touchpoints to turn insights into tangible improvements in engagement, satisfaction, and loyalty.

Collaborating with cross-functional teams and leveraging advanced analytics, you will provide dashboards, KPIs, and evidence-based recommendations

Responsibilities

• Drive a data-led culture for customer experience and translate insights into actions.
• Lead end-to-end analysis of customer touchpoints and identify trends.
• Provide actionable recommendations to influence CX strategy, and decision-making.
• Develop and maintain executive dashboards, KPIs, and reporting frameworks to track performance and impact.
• Embed insights into decision-making with cross-functional teams to drive innovation in passenger experience.
• Champion advanced analytics, predictive modelling, and emerging technologies for CX improvements.
• Collaborate with HSE to review risk assessments and promote safety.

Skills

Analytical skills

Problem-solving

Pressure handling

Job description

The Manager Customer Experience Data & Insights is responsible for driving a deep understanding of passenger behavior, preferences, and needs to inform and enhance the airport’s customer experience strategy. This role manages the collection, analysis, and interpretation of data across all touchpoints, transforming insights into actionable recommendations that improve engagement, satisfaction, and loyalty. The post holder collaborates with cross-functional teams, leveraging advanced analytics and reporting to support evidence-based decision-making and ensure Abu Dhabi Airport consistently delivers world class, passenger-centric experiences.

Major areas of responsibility

• Drive a data-led culture for customer experience, translating passenger insights into strategic actions that enhance engagement and satisfaction.
• Lead the end-to-end analysis of customer touchpoints, identifying trends, gaps, and opportunities for improvement.
• Provide actionable recommendations to influence CX strategy, digital initiatives, and operational decisions.
• Develop and maintain executive dashboards, KPIs, and reporting frameworks to track performance and demonstrate impact.
• Partner with cross-functional teams to embed insights into decision-making and drive innovation in passenger experience.
• Champion advanced analytics, predictive modelling, and emerging technologies to anticipate passenger needs and improve CX outcomes.
• Support the review of risk assessments through collaboration and consultation with HSE team, ensuring key risks are understood without direct field involvement.
• Promote safe work practices by encouraging timely reporting of incidents, near misses, and environmental concerns, and reinforcing the importance of PPE and organizational safety expectations.
• Monitor team adherence to HSE procedures and elevate issues as needed, working closely with HSE and operational stakeholders to ensure corrective actions are addressed appropriately.
• Any other responsibilities assigned by Line Manager to achieve divisional objectives.
• Knowledge of Airport processes, Airline processes and Service provider processes
• Coping with pressure
• Achieving results
• Analytical and problem-solving abilities.