Customer Experience Delivery Manager

Job Description

About the role:

Hamad International Airport is seeking a highly skilled and creative individual to join our team as Customer Experience Delivery Manager.

If you thrive in a dynamic environment, lead the way in creating exceptional customer journeys, deliver excellence, inspire loyalty, transforming service into memorable experiences and driving performance with a customer-first mindset and can help us to achieve this ambition by:

• Leads the implementation of customer experience strategies in alignment with the airport’s CX vision and strategic priorities to enhance the end-to-end passenger journey and strengthen HIA’s position as a global CX leader.
• Drives cross-functional alignment on CX initiatives through collaboration with internal departments, government stakeholders, and airline partners to ensure a unified and seamless customer experience across all airport touchpoints.
• Champions a data-driven approach to customer experience enhancement in partnership with insights, quality, and digital teams to prioritize high-impact improvements and inform strategic decision-making.
• Manages the delivery of CX improvement projects and initiatives across terminals, landside, airside, and service environments to ensure timely execution, alignment with service standards, and achievement of performance targets.
• Coordinates project governance and reporting with key stakeholders including operations, engineering, IT, and commercial teams to track progress, mitigate risks, and ensure delivery against agreed milestones and KPIs.
• Implements customer-centric enhancements across physical and digital channels through close engagement with design, technology, and frontline teams to improve service quality, accessibility, and overall passenger satisfaction.

Qualifications

About you:

• Bachelors Degree or Equivalent with Minimum 6 years of job – related experience
• Managerial skills: Ability to delegate work, set clear direction and manage workflow, Ability to mentor, coach and develop direct reportees, and
• Ability to foster teamwork among team members
• Experience in luxury tourism or hospitality environment
• Project or Program Management experience required
• PMP, CCXP Certification and recognized qualification in training & development or similar field with emphasis on customer experience is an advantage