Emirates Group

Our Customer Experience Planning team partners with the business to deliver complex, cross functional initiatives and projects, from concept through to implementation. It provides a platform of capabilities across process engineering and change management through to data analytics and research that enhances collaboration and helps drive future success. Market and industry research is a core component that generates actional customer insight and competitive intelligence to improve the delivery of products and services.

As Vice President Corporate & Customer Experience Research you will be responsible for elevating strategic decision-making through the development of a best-in-class industry and market research capability, focused on the airline sector and its adjacent domains. This role will lead the design and delivery of comprehensive consumer trend analysis, industry benchmarking and product research to generate actionable intelligence that informs corporate strategy and enhances customer experience innovation.

In this role you will:

• Lead industry and market research initiatives across departments, aligning on research priorities with Enterprise Data Analytics (EDA), Operations Research and Effectiveness (OR&E), Customer Affairs & Service Audit (CA&SA), Skywards, and CCMB teams to generate actionable business insights.
• Collaborate, identify and agree a comprehensive mapping of data points to capture across each customer touchpoint along the customer journey. In partnership with other internal stakeholders, create and manage a comprehensive database of this touchpoint data to enable departments to measure performance and action insights.
• Using the quantitative customer touchpoint data, develop dashboards across relevant departments for each cabin, complemented with insights per persona type. Present findings to internal stakeholders through reports, visualisations and presentations, translating complex data into easily understandable and impactful recommendations.
• Design surveys, focus groups, and qualitative research methods to understand passenger preferences and pain points. Leverage emerging technologies like Generative AI and natural language processing to enhance efficiency and analysis.
• Evaluate sources, such as industry reports, government publications, databases, and third-party research providers, ensuring relevance and reliability. Facilitate decision making by sourcing such data for specific business projects and negotiate with external research agencies and consultancies to access the information in the most efficient and cost-effective manner.
• Lead the development of a central library of industry research findings and regularly publish through different forums reports that carry benchmarks, emerging trends and other insights which would support functions such as corporate and customer experience planning and other customer and operational departments. Initiate research links with established industry and airline bodies and represent the Group in activities within the research and travel industries (e.g. Market Research Society, ESOMAR, IATA)
• Develop and direct a comprehensive database of staff feedback gathered through surveys and focus groups with information based on staff experiences and their contribution as an internal customer, to help improve product design, staff policies and the working environment.
• Direct, develop and manage the manpower resources to ensure timely completion of research projects to enable the Group to remain at the forefront of innovation.

  
  

to be considered for this role you must meet the following requirements:

• Degree or Honours (12+3 or equivalent) Degree in areas like Market Research, Business Strategy, Data Analytics, Behavioural Science, or an MBA with a focus on Customer Experience or Strategic Management.
• 12+ Years Experience in Commercial/Sales/Research/Analysis
• The job holder must have experience of diverse research methodologies and be skilled in identifying high quality research sources together with advanced stakeholder management abilities, given the highly collaborative nature of this executive level role.

Knowledge and Skills

• Preferred experience within Travel and Airline Industries
• Knowledge of market and industry research techniques and methodologies, including emerging AI-driven research technologies 
• Various statistical methods and applications
• Familiarity with tools such as GenAI for customer sentiment analysis and natural language processing (NLP) for unstructured data insight 
• Presentation and data visualisation skills
• Knowledge and interest in human behaviour
• Good negotiation skills to deal with external suppliers.

At Emirates, we're committed to providing our employees with opportunities to grow and develop in their careers. so if you're looking for a challenging and rewarding opportunity, apply today and join our team!

Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers.