Key Responsibilities - Shape and continuously evolve the Voice of Customer (VoC) strategy across every passenger touchpoint at HIA—from landside to airside, lounges to retail—ensuring passenger insight directly informs long-term planning, CX strategy, and commercial priorities - Bring the passenger to life by building robust segmentation models, personas, and end-to-end journey maps (e.g., premium, family, PRM, transfer, O&D) - Translate data into influence by creating compelling, executive-level insight packs with clear "so what" narratives, supporting decision-making at APC, CX & Brand Committee, and key project forums - Champion a truly insight-led culture, embedding VoC data into major design, technology, and investment decisions - Collaborate closely with Qatar Airways (QR), Qatar Duty Free (QDF), and Qatar Aviation Services (QAS) to connect satisfaction insights with loyalty, dwell time, and commercial spend - Keep HIA at the forefront of global excellence by benchmarking VoC programme against leading airports and industry standards (e.g., Skytrax, ACI ASQ) - Identify what matters most to passengers by uncovering pain points and opportunities through deep analysis, and translate these into a clear, prioritised improvement roadmap - Ensure the highest standards of data governance and ethical research, safeguarding passenger privacy and aligning with local regulations and global best practice - Own and optimise HIA's end-to-end VoC ecosystem—spanning surveys (CSAT/NPS), QR/SMS feedback, digital channels, social listening, and complaints analytics - Go beyond the numbers by leading qualitative research initiatives (e.g., interviews, journey shadowing, mystery shopping, UX testing) - Close the loop on feedback by partnering with operational teams to act on insights, track resolutions, and communicate back to passengers - Manage and enhance VoC technology platforms, ensuring accuracy, reliability, and seamless integration with business intelligence systems - Coordinate on-the-ground research activities across the airport, working closely with operations and security - Provide timely, high-impact insight briefs during critical moments (e.g., disruptions, peak periods, new launches) - Lead external research partnerships, ensuring strong governance across scope, quality, and budget - Build organisational capability by empowering stakeholders across functions to confidently interpret and apply passenger insights - Maintain a centralised, accessible insights repository Requirements / Qualifications - Bachelor's Degree or equivalent, with a minimum of 6 years of relevant experience - Proven experience (typically 5–8 years) in consumer insights, Voice of Customer (VoC), or related roles - (Remaining qualification bullets were truncated during collection — see source URL for the complete list) Preferred / Nice to have - Not fully captured — see source URL Selection process / Benefits (if stated) - Not stated