Airport Customer Experience Consultant

As Airport Experience Consultant you will help our worldwide aviation clients to understand how they can engage in a better and more profitable relationship with their customers. You will do so by working with cross functional teams and by focusing on the following areas:

• Commercial and Retail Expertise: Enhance customer experience and non-aeronautical revenues, analyze retail mechanisms, and justify investments to stakeholders.
• Client Engagement and Marketing: Craft marketing briefs, translate project experiences into value propositions, and prepare tailored proposal materials.
• Strategic Planning and Implementation: Define customer personas, advise on terminal planning, and develop practical plans from customer experience visions.
• Digital Transformation and Innovation: Evaluate and deploy technologies to improve customer experience and assess their impact on passenger flows.
• Stakeholder Management: Facilitate stakeholder interactions and collaborate with internal teams and external partners.

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 an Airport Customer Experience Consultant, you will become part of the Business Unit Aviation. This is one of the smaller and more boutique units and consists of the worldwide renowned consultancy brand NACO, Netherlands Airport Consultants. 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 The Hague area (new office in Delft from May 2025), the Netherlands, from which we run our aviation business. 

What you bring

You have a master’s degree in business, marketing, or a related (commercial) field. You have 5 to 7 years of experience in customer experience roles, preferably in aviation/airports. Furthermore you:

• Can translate complex concepts into clear marketing messages
• Understand retail mechanisms and consumer behavior, especially in travel
• Possess skills in turning customer experience visions into actionable plans
• Demonstrate strong analytical and problem-solving abilities
• Have experience in stakeholder management and cross-functional teamwork
• Excel in communication with diverse audiences
• Are proficient in creating marketing briefs and sales materials
• Have knowledge of digital technologies to enhance customer experiences
• Can work effectively in multicultural and multidisciplinary teams
• Are fluent in English; Dutch or other languages are a plus
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making
• Are willing to travel for client engagements

What we offer you

We offer you a stimulating environment where we put people first and where you are empowered to craft your own career path while working with and learning from the smartest people in our field. We prioritise our well-being by offering flexibility, support and a strong sense of community, all to ensure work and personal life go hand in hand. To make this concrete, we offer you:

• A competitive primary salary.
• Annual profit sharing, where one-third of our profit is distributed among employees and the opportunity to purchase company shares.
• Pension accrual through our own pension fund with an employer contribution of 18.3%.
• 2.15% personal budget that you can tailor to your preference - cash it out monthly or turn it into extra vacation time for those well-deserved breaks.
• 28 vacation days per year based on a 40-hour workweek and the option to buy 16.5 additional days.
• Many opportunities to develop yourself, such as our learning weeks, various development programs and access to a range of online courses on LinkedIn Learning.
• A conveniently located workplace at our office in locations and travel expense reimbursement or an NS-Business Card including a 40% discount on private travel.

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 Airport Customer Experience Consultant? Then we would like to meet you! Apply now, or if you have a question, you can always contact Max Kapteijn at max.kapteijn@rhdhv.com.

This position is open to both internal and external candidates. Preference will be given to internal candidates.