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. QualificationsAbout you: Bachelors Degree or Equivalent with Minimum 6 years of job – related experienceManagerial 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 membersExperience in luxury tourism or hospitality environmentProject or Program Management experience requiredPMP, CCXP Certification and recognized qualification in training & development or similar field with emphasis on customer experience is an advantage
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