Manager Passenger Quality Insights 80 - 100%

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 in. As Manager Passenger Quality Insights, you make passenger quality measurable and turn data into valuable decision-making foundations. You combine feedback, surveys, and operational key figures into a comprehensive picture and highlight where action is needed and where there is potential for improvement. With your analyses and insights, you support the management and further development of the Passenger Experience along the entire Passenger Journey. If you want to not only analyse data but also achieve visible impact for our passengers with it, a versatile role in a unique and dynamic environment awaits you.

Your job destination

• You develop an integrated Passenger Quality Analytics & Monitoring Framework and continuously operate it
• You define and maintain relevant quality KPIs along the entire Passenger Journey, creating transparency about 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 needed
• You bring together different data sources such as passenger feedback, surveys, complaints, and operational KPIs, analyse correlations, and derive meaningful insights from them
• You prepare the quarterly Passenger Quality Steering content-wise and analytically and translate complex data into understandable dashboards, reports, and management insights
• You continuously develop our measurement and analysis methods in the quality and customer experience context
• You ensure high quality, consistency, and timeliness of 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
• You already have several years of experience in analytics, insights, or performance management and are proficient in KPI design, data analysis, and data visualisation with BI tools
• Ideally, you are familiar with quality, service, or customer experience metrics
• You think analytically and conceptually, quickly recognise connections, and can reduce complex data to the essentials
• You have a sense of which insights are truly relevant for decisions and prepare your results precisely and appropriately for the target audience
• A strong customer and quality orientation characterises you as well as a structured and independent way of working
• 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% off in shops and restaurants at the airport and 50% on Reka lunch cards

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 premiums for non-occupational accident and daily sickness benefits, 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

Take off professionally

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."

+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