Vice President – Digital Experience

Role Purpose:

The Vice President – Digital Experience & Passenger Services will lead the transformation of Oman Airparts's customer journey through cutting-edge digital solutions and high-quality passenger services. This role is responsible for designing, implementing, and continuously improving an integrated, seamless, and personalized passenger experience that reflects global best practices and aligns with Oman's national aviation and tourism vision.

Key Responsibilities:

Digital Strategy & Innovation

• Develop and implement the airport's digital experience strategy across all passenger touchpoints.
• Champion the use of emerging technologies (AI, IoT, biometrics, automation, etc.) to enhance operational efficiency and customer satisfaction.
• Lead initiatives related to digital transformation, smart airport development, and customer-centric digital platforms.
• Ensure integration of digital systems including check-in, wayfinding, real-time notifications, and feedback systems.

Passenger Experience Management

• Define and enforce service standards and performance KPIs for all passenger-facing areas including terminal services, lounges, mobility assistance, baggage handling, and retail.
• Establish a customer-first culture across the airport and its partners (airlines, concessions, ground handlers).
• Oversee the implementation of voice-of-customer programs, mystery shopper evaluations, and continuous improvement mechanisms.

Operational Oversight

• Coordinate with airport operations, facilities, and commercial teams to ensure end-to-end passenger service excellence.
• Develop and manage service level agreements (SLAs) with third-party service providers and vendors.
• Ensure smooth and safe passenger flows, particularly during peak hours and irregular operations.

Collaboration & Stakeholder Engagement

• Liaise with regulatory bodies, government entities, airlines, and technology partners to ensure alignment with regulations and stakeholder expectations.
• Represent Oman Airports at international conferences and digital aviation networks.

Sustainability & Accessibility

• Promote inclusive design and accessibility for passengers with reduced mobility or special needs.
• Embed environmental sustainability into passenger services and digital initiatives (e.g., paperless travel, energy-efficient systems).

Leadership & Team Development

• Lead a multidisciplinary team comprising customer service, digital innovation, and user experience professionals.
• Foster a culture of innovation, continuous learning, and service excellence.

Qualifications & Experience:

• Master's degree or equivalent in Business Administration, Digital Transformation, Customer Experience, Aviation Management, or a related field.
• 12+ years of experience in customer experience, digital innovation, or passenger services within the aviation, hospitality, or transport sectors.
• At least 5 years in a senior leadership role managing cross-functional teams.
• Proven success in implementing digital initiatives that enhance customer satisfaction and operational performance.
• Familiarity with global airport service standards (IATA, ACI, etc.) and regulatory requirements.
• Regional or international experience is preferred.

Skills & Competencies:

• Strategic mindset with strong innovation and digital literacy.
• Deep understanding of the airport passenger journey and global digital trends.
• Strong leadership, change management, and people development skills.
• Excellent stakeholder management and communication abilities.
• Results-driven with a focus on measurable service improvement.

Working Conditions:

• Based in Muscat, Oman.
• May involve international travel to attend conferences, study tours, or partner meetings.