Voice of the Customer Manager

Role overview

This role sits within the Corporate & Commercial job family and is based in the Doha Metropolitan Area, Qatar. The position focuses on leading the Voice of Customer (VoC) programme for Hamad International Airport, using passenger insight to shape experience strategy, commercial planning, and service improvements across the journey.

The selected person will build a stronger insight-led culture, connect feedback to business decisions, and help ensure passenger priorities are reflected in long-term planning, governance forums, and day-to-day operations.

Strategic impact

• Develop and continuously refine the airport’s VoC strategy across all passenger touchpoints, from landside and airside to lounges and retail.
• Build detailed passenger segmentation, personas, and journey maps for groups such as premium travellers, families, PRM passengers, transfer passengers, and origin-and-destination travellers.
• Create senior-level insight presentations that clearly explain the business implications of customer feedback and support decisions in committee and project settings.
• Strengthen evidence-based decision-making by embedding VoC data into design, technology, and investment choices instead of relying on anecdotal input.
• Work with Qatar Airways, Qatar Duty Free, and Qatar Aviation Services to link satisfaction data with loyalty, dwell time, and commercial spend.
• Benchmark the programme against leading airports and international standards such as Skytrax and ACI ASQ, while introducing fresh approaches to passenger research.
• Identify key pain points and improvement opportunities through deeper analysis, then convert them into a prioritised roadmap for CX and business planning.
• Protect passenger privacy and uphold ethical research practices in line with local requirements and global standards.

Operational responsibilities

• Manage the full VoC ecosystem, including CSAT and NPS surveys, QR and SMS feedback, digital feedback channels, social listening, and complaint analysis.
• Lead qualitative research methods such as interviews, journey shadowing, mystery shopping, and UX testing to uncover behavioural insight beyond survey scores.
• Work with operational teams to close the feedback loop, track corrective actions, and communicate outcomes back to passengers where appropriate.
• Oversee VoC platforms and ensure their outputs are accurate, dependable, and integrated with business intelligence tools.
• Coordinate research activities inside the airport with operations and security teams so research can be delivered without affecting passenger flow.
• Prepare fast-turnaround insight updates during disruptions, peak travel periods, and new launches to support real-time decision-making.
• Manage external research partners, including scope, quality, governance, and budget control.
• Build internal capability by helping stakeholders understand and apply passenger insight in their everyday work.
• Maintain a central repository of reports, data, and persona frameworks so information stays organised, current, and easy to access.

Qualifications and experience

Candidates should have a bachelor’s degree or an equivalent qualification, along with at least 6 years of relevant experience. The role typically suits professionals with 5 to 8 years of experience in consumer insights, Voice of Customer, or a related field.

Skills and expertise

• Strong English communication skills, with the ability to present insights clearly to different audiences.
• Ability to interpret customer segment differences and turn complex data into practical narratives.
• Experience using survey tools and customer feedback platforms.
• Capability to design effective VoC dashboards and deliver polished stakeholder presentations.

Leadership expectations

• Comfortable setting priorities, directing work, and managing delivery to achieve results.
• Strong mentoring and coaching skills, with a focus on helping others grow.
• A collaborative mindset and the ability to contribute to a high-performing team environment.

Additional information

Reference number: 2600008D

Location: Qatar, Doha

Closing date: 2026-06-25

Job family: Corporate & Commercial