Digital Experience Leader

22 hours ago

Muscat, Muscat, Oman beBee Careers Full time
About the Role

We are seeking a highly experienced and visionary leader to spearhead our digital transformation efforts, delivering exceptional customer experiences across all passenger touchpoints.

Key Responsibilities:
  • Digital Strategy & Innovation
    • Develop and implement a comprehensive digital experience strategy that enhances operational efficiency and customer satisfaction.
    • Champion the use of emerging technologies (AI, IoT, biometrics, automation, etc.) to drive innovation and growth.
    • Lead initiatives related to digital transformation, smart airport development, and customer-centric digital platforms.
    • Ensure seamless 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.
    • Establish a customer-first culture across the organization and its partners.
    • 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 the organization 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.

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.
About You

To succeed in this role, you will need:

  • A 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.
What We Offer

We offer a competitive compensation package, opportunities for professional growth and development, and a dynamic work environment that values innovation and collaboration.

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