Head Passenger Quality 80 - 100%

From the first contact with the airport to departure: every moment shapes the passenger experience. This is exactly where you come in. As Head Passenger Quality, you oversee the entire Passenger Journey and focus on where we can further enhance our passengers' experience. You transform quality strategy and data into concrete improvements, bring together different departments and partners, and ensure that shared quality goals have an impact. In doing so, you combine strategic foresight with consistent implementation and a clear demand: quality should not only be measurable but also tangible for our passengers.

Your job destination

• You design and manage passenger quality along the entire Passenger Journey and translate our quality strategy into concrete goals, initiatives, and improvements
• Based on data-driven insights, you identify areas for action, set priorities, and initiate cross-departmental improvement programmes that sustainably develop the passenger experience
• You get to the bottom of quality gaps, analyse their causes, and work together with the specialist departments to implement effective improvement measures
• You lead the quarterly Passenger Quality Steering and bring internal departments as well as external partners together to consistently advance shared quality goals
• You manage the Manager Passenger Quality Insights and are jointly responsible for Quality Analytics & Monitoring with them. You use data and insights deliberately as a basis for decisions and improvements
• As a competent sparring partner for management and specialist departments, you bring in the passenger perspective and provide guidance and impulses on quality-related issues
• You are responsible for awards and industry certifications in the area of passenger quality and continuously develop our benchmarking with peer airports

Your skills in your luggage

• You have a university degree (FH/Uni) in business administration, service design, quality management, or a comparable field
• You bring several years of experience in quality, service, or experience management as well as leadership experience. Knowledge of passenger and airport processes is a plus
• You navigate confidently in complex stakeholder landscapes, create connections, and understand how to align different interests towards a common goal
• You think strategically and conceptually but do not stop at concepts: you implement topics effectively and drive changes sustainably
• You have a strong customer and quality orientation and consistently consider decisions from the perspective of our passengers
• You convince with your communicative manner, can get to the heart of complex contexts, and appear confident towards different stakeholder groups
• You communicate very well in German and English (level C1, Advanced)

Your benefits

Flexible arrival

Free ZVV bonus pass, GA contribution, and parking options

Affordable dining & shopping

Up to 20% in shops and restaurants at the airport and 50% on the Reka lunch card

Room for your needs

5 weeks holiday, easy purchase of 30 holiday days, and options for longer unpaid leave

Celebrate together

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

Work out & unwind

Own free sports offerings from bootcamp to yoga. Discounted gym membership at the airport

Just in case

We cover NBU and KTG premiums, discount on collective insurance, and private accident insurance

Down-to-earth & family-like

We all use first names and live a positive and uncomplicated interaction with each other

Professionally take off

Financial and time support for further training, internal seminar and learning offerings (FZAG Academy)

Diverse working environment

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

Apply now online without a cover letter, as your application is motivation enough for us.

Melanie Stange

People Business Partner

"I will accompany you on your application journey and am happy to answer your questions about it."

+41 43 816 73 26

Nico Castagna

Head Digital & Passenger Experience

"If you have questions about your new job destination, you are exactly right with me."

+41 43 816 26 18