Manager Passenger Quality Insights 80 - 100%

All open positions

What really makes a good airport for passengers? How satisfied are our passengers? Where do friction points arise along their journey and where can we specifically improve their experience? This is exactly where you come into play.

As Manager Passenger Quality Insights, you make passenger quality measurable and turn data into valuable decision-making bases. You combine feedback, surveys, and operational metrics into a complete picture and point out where there is a need for action and potential for improvement. With your analyses and insights, you support the steering and further development of the Passenger Experience along the entire Passenger Journey.

If you want to not only analyze data but also achieve visible impact for our passengers with it, a versatile task in a unique and dynamic environment awaits you here.

Your job destination ##

• You develop an integrated Passenger Quality Analytics & Monitoring Framework and continuously develop it further
• You define and maintain relevant quality KPIs along the entire Passenger Journey, thereby creating transparency regarding the development of our passenger quality
• You are responsible for the quality of the Airport Service Quality (ASQ) survey and design additional surveys and analyses if necessary
• You bring together different data sources such as passenger feedback, surveys, complaints, and operational KPIs, analyze correlations, and derive meaningful insights from them
• You prepare the quarterly Passenger Quality Steering in terms of content and analysis and translate complex data into understandable dashboards, reports, and management insights
• You continuously develop our measurement and analysis methods in the context of quality and customer experience
• You ensure high quality, consistency, and timeliness of the data and create a reliable basis for fact-based decisions

Your skills in your luggage ##

• You have a university degree (FH/Uni) in Analytics & Data Science, Business Informatics, Psychology, Business Administration, or a comparable field of study
• You already have several years of experience in analytics, insights, or performance management and are proficient in KPI design, data analysis, and data visualization with BI tools
• Ideally, you are familiar with quality, service, or customer experience metrics
• You think analytically and conceptually, recognize correlations quickly, and can reduce complex data to the essentials
• You have a sense of which findings are truly relevant for decisions and prepare your results precisely and appropriately for the target group
• A strong customer and quality orientation characterizes you as much as a structured and independent way of working
• You communicate very well in German and English (Level C1, Advanced)

Your benefits ##

Travel flexibly Free ZVV bonus pass, GA participation, and parking options

Cheap food & shopping Up to 20% in shops and restaurants at the airport and 50% on Reka Lunch Card

Space for your needs 5 weeks of vacation, easy to buy 30 vacation days and possibilities for longer unpaid leave

Celebrate together Generous long-service gifts from the first year and legendary employee events

Work out & wind down Own free sports offerings from bootcamp to yoga. Discounted fitness subscription at the airport

In case of emergency We cover NBU and KTG premiums, discount on collective insurance and privately insured in case of accident

Down-to-earth & Family-like We all use "Du" and live a positive and uncomplicated interaction with one another

Take off professionally Financial and temporal support for further education, internal seminar and learning offerings (FZAG-Academy)

Versatile working environment Unique view from the office directly onto the airport action, possibility for remote work, flexible working hours and a 41-hour week

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