Digital Transformation Lead

1 day ago

Muscat, Muscat, Oman beBee Careers Full time
Lead Digital Transformation Specialist

The successful candidate will lead the transformation of 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.

  • Digital Strategy & Innovation:
    • Develop and implement a comprehensive 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 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 (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:

  • 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.

Skills & Competencies:

  • A strategic mindset with strong innovation and digital literacy.
  • A 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:

  • This role may involve international travel to attend conferences, study tours, or partner meetings.

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