Senior Manager / Manager, Customer Experience, Airport Operations Services

Lead customer experience strategy and transformation initiatives at one of the world’s leading airports, designing seamless, human-centred journeys across digital and physical touchpoints. Drive the evolution of service standards by combining empathy, data, and technology to deliver impactful customer experiences at scale.

Own the design and delivery of innovative products, services, and end-to-end journeys that respond to evolving customer behaviours and expectations. Leverage insights, data, and emerging technologies, including AI-enabled solutions, to create adaptive and personalised interactions.

Lead and mentor a team, fostering a strong service-driven culture and driving cross-functional collaboration with internal teams, partners, and external stakeholders. Play a key role in anticipating trends, identifying opportunities, and ensuring continuous innovation in customer experience delivery.

• 7–10 years of experience in customer experience, service design, product or service development

• Proven experience in leading teams or cross-functional initiatives

• Strong stakeholder and vendor management experience

• Experience working with digital or tech-enabled customer experience solutions

• Strategic mindset with strong communication and interpersonal skills

• Ability to thrive in fast-paced, dynamic environments

• Experience with AI-driven or technology-enabled touchpoints is a plus