Customer Experience Lead

Aviation Consultancy
  • Den Haag

What you will do as Customer Experience Lead
As customer service standards continue to rise, people understandably expect outstanding products and services that cater to their expectations, in any – and every – setting. At airports, attention has rapidly shifted in recent years to improving the customer experience on and off-airport, meeting and exceeding passenger expectations and using new technologies to improve customer engagement and satisfaction.


As Customer Experience Lead you will help our worldwide aviation clients to understand how they can effectively connect with their customers. You will do so by working with cross functional teams and by focusing on the following areas:

  • Client outreach – engage with existing and potential clients in a variety of ways, by preparing and delivering ad-hoc material to be included in proposals, marketing initiatives and sales pitches
  • Customer definition – work with clients to define their various types of customers/personas and their specific needs
  • Planning and design – advise clients on how airport terminal should be planned to facilitate passenger flows and wayfinding, improve circulation and accessibility, meet customers’ needs and create unique experiences
  • Processing and operations – understand the implications of passenger processing on queuing, dwell and circulation to meet the desired level of service and key performance indicators
  • Commercial strategy – identify strategies to deliver outstanding customer experience while maximising commercial non-aeronautical revenues, justifying the required investments and realising satisfactory returns for the shareholders
  • Digital transformation – fully understand the existing and upcoming range of technologies to improve the customer experience, their costs, their potential impacts on passenger flows and wait times and the short and long-term deployment strategy
  • Stakeholder engagement – facilitate and moderate interactions with airport stakeholders, business partners, technology vendors, government agencies, airlines, ground access parties and others to define the strategy and the roadmap to deliver the best possible customer experience
  • Internal liaison – Work closely with NACO/InterVistas and RHDHV teams and facilitate client interaction with the technical teams

Where you will work
Royal HaskoningDHV is an independent, international engineering and project management
consultancy with 140 years of experience. Backed by the expertise and experience of 6,000 colleagues all over the world, our professionals combine global expertise with local knowledge to deliver a multidisciplinary range of consultancy services for the entire society in some 150 countries. By showing leadership in sustainable development and innovation, together with our clients, we are working to become part of the solution to a more sustainable society now and into the future.

As a Customer Experience Lead you will become part of the Business Unit Aviation. This is one of the smaller and more boutique consultancy unit and consists of the worldwide renown aviation-focused consultancy brands NACO and InterVISTAS. Our highly motivated team delivers full spectrum, integrated engineering-, strategic- and management consultancy services related to airport and aviation development all over the globe. You will be based in our “head office” in The Hague, The Netherlands. This office is supported by our satellite offices in Canada, United States and South Africa.

What you bring
Working in multi-cultural and multi-disciplinary teams spread across different countries is no problem for you. Besides the ability to work in a team environment, you also work effectively when working individually. Besides that, you will bring:

  • 10-15 years’ of experience in airport terminal planning and operations and/or airport management roles with strong focus on customer-centric technologies and processes;
  • Strong focus on delivering outstanding and commercially viable customer experience;
  • First-hand knowledge of existing and upcoming technology applications to improve the customer experience and journey;
  • Ability to organise written work in a manner that is clear, easy to follow, and tailored for the intended audience;
  • Strong analytical, problem-solving and decision-making capabilities;
  • Can multi-task in a fast-paced environment;
  • Excellent written, oral communication and interpersonal skills;
  • (Near) native English language proficiency;
  • Proficiency with Microsoft Office Suite (PowerPoint, Word, Excel, Access);
  • Knowledge of airport simulation modelling tools highly valued;
  • Relevant Master’s level university degree related to topics such as Transportation, Planning, Operations Research or Architecture.

What we offer you
We offer you an opportunity to make a difference in a unique team of aviation enthusiasts. Together with our very talented staff you make the future of aviation happen through rewarding projects. Royal HaskoningDHV holds a solid national and international market position that offers ample opportunity for personal and professional development. Furthermore, we offer:

  • A competitive salary;
  • 28 vacation days and the possibility to purchase extra days;
  • All possibilities with working from home;
  • Laptop, phone, and home office package;
  • Large contribution to our pension fund.

Are you our new colleague?
Do you want to join our team in The Hague developing the most important airports in the world as our new Customer Experience Lead? Then we would like to meet you! Apply now via the button below, or if you have a question about the function feel free to send it to [email protected] or call/WhatsApp on +31 0 683 241 654. If you would like to schedule a digital face to face meeting to discuss the role, please let us know.

Acquisition for this vacancy by agencies is not appreciated and offered candidates will not be taken into consideration.

Apply Now