Airport Customer Experience Consultant

What you will do as Airport 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 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

At Haskoning, you will join an independent, employee-owned international consultancy that combines engineering, design, and consultancy services with software and technology. Our mission, "Enhancing Society Together," drives us to create a positive impact on the world.

We offer purpose-driven and challenging work in diverse international projects, leveraging our 140+ years of expertise. With over 6,800 employees in more than 25 countries, we work together to turn challenges into opportunities and make a real impact on society. We collaborate with leading clients in markets such as infrastructure, climate resilience, renewable energy, decarbonisation of industry, and sustainable mobility.

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 Delft, 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

At Haskoning, we believe that the well-being of our employees is essential to our shared success. That’s why we offer a comprehensive benefits package designed to support both your professional development and personal well-being.

What we offer:

• A solid foundation: A competitive base salary with annual increases.
• An attractive compensation package: Including a strong pension scheme with an 18.3% employer contribution, a 2.15% personal budget, and annual profit sharing. You’ll also have the opportunity to purchase company shares and share in our success.
• Work-life balance: 28 vacation days (based on full-time employment), with the option to purchase an additional 16.5 days per year and to exchange three public holidays for days that are personally meaningful to you. We work in a hybrid model with flexible hours, a home office allowance, and a fully equipped home workspace.
• Development opportunities: A wide range of training and development programs, including tailored learning paths, learning weeks, and various knowledge-sharing groups.
• NACO Academy: Access to over 100 aviation-focused courses through our in-house NACO Academy, designed to foster knowledge sharing, support personal development, and strengthen expertise in areas such as sustainability, design, and consultancy.
• Travel allowance: A conveniently located workplace at Delft, with travel expense reimbursement and an NS Business Card. If you walk or bike to work, you’ll receive a higher travel allowance—encouraging sustainable commuting.
• Informal and inclusive culture: A welcoming and open environment with voluntary social and sports activities, and employee networks such as Pride and Young Haskoning.

Read more about our employee benefits here.

Are you our new colleague?

Do you want to join our team in Delft developing the most important airports in the world as our new Airport Customer Experience Consultant? Then we would like to meet you! Apply now via the button below, or if you have a question, you can always contact Max Kapteijn, Recruiter Aviation, at [email protected].

At Haskoning, we are committed to fostering a diverse and inclusive workplace where everyone feels valued, respected, and empowered. Our mission of "Enhancing Society Together" drives us to create an environment that embraces each individual’s unique background, identity, and perspective. Regardless of your experience, background, age, gender, or other personal characteristics—you are welcome here. We believe that diversity makes us stronger and that an inclusive culture gives everyone the opportunity to grow and contribute. Read more about our ED&I initiatives on our dedicated webpage.

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

Acquisition by agencies is not appreciated.