Manager - Guest Experience

About the role

The Airport is seeking an experienced Manager – Guest Experience to lead initiatives that enhance the end‑to‑end guest journey across the facility. You will use customer insights, journey mapping, digital solutions and innovative strategies to boost guest engagement, satisfaction and service delivery.

Key responsibilities

• Analyze guest demographics, behavioral trends and preferences to identify improvement opportunities.
• Assess current guest experience practices and pinpoint focus areas for innovation.
• Map and optimise the end‑to‑end guest journey across all airport touchpoints.
• Identify pain points and develop solutions to improve convenience, efficiency and satisfaction.
• Design, pilot and evaluate new concepts, services and experience solutions.
• Collaborate with cross‑functional stakeholders to enhance service delivery and operational efficiency.
• Conduct qualitative and quantitative analysis to measure satisfaction and extract actionable insights.
• Develop recommendations, improvement plans and training programmes based on data and industry best practices.
• Monitor industry trends, guest expectations and emerging technologies to drive continuous innovation.

Required profile

• Bachelor’s degree or higher in Business Administration, Hospitality Management, Customer Experience, Marketing, Digital Experience, Service Design or a related field.
• 6–10 years of relevant experience in Guest Experience, Customer Experience, Service Design, Digital Experience or Hospitality.
• Proven experience leading customer‑centric initiatives and cross‑functional projects within large organisations.
• Excellent command of written and verbal English.

Required skills

• Customer Experience (CX)
• Guest Experience Management
• Customer Journey Mapping
• Service Design
• Digital Experience
• Customer Insights & Analytics
• Stakeholder Management
• Design Thinking
• Project Management
• Continuous Improvement