Digital Transformation Lead

6 days ago

Muscat, Muscat, Oman beBee Careers Full time

Customer Experience Director – Digital Transformation

This leadership role drives the development of cutting-edge digital solutions to enhance passenger services and airport operations.

The successful candidate will lead cross-functional teams in designing, implementing, and continuously improving an integrated, seamless, and personalized passenger experience that aligns with global best practices and national aviation vision.

  • Digital Strategy & Innovation:
    • Develop and implement a comprehensive digital strategy across all passenger touchpoints.
    • Champion emerging technologies (AI, IoT, biometrics, automation) to enhance operational efficiency and customer satisfaction.
    • Lead initiatives for 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:

The ideal candidate will oversee the implementation of service standards, performance KPIs, and voice-of-customer programs to ensure end-to-end passenger service excellence.

  • Operational Oversight:
    • Coordinate with airport operations, facilities, and commercial teams to ensure smooth and safe passenger flows.
    • Develop and manage service level agreements (SLAs) with third-party service providers and vendors.

Sustainability & Accessibility:

The Customer Experience Director will promote inclusive design and accessibility for passengers with reduced mobility or special needs, while embedding environmental sustainability into passenger services and digital initiatives.

  • 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:

  • Masters degree in Business Administration, Digital Transformation, Customer Experience, or related field.
  • 12+ years of experience in customer experience, digital innovation, or passenger services within 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.

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.

Working Conditions:

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

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