Position title Director Market Research & Intelligence Reports to Vice President Market Research & Strategic Insights Location Montreal Canada Airports Council International ACI is the global voice of the worlds airports bringing the industry together since 1991 ACI represents airport interests on the global stage working closely with governments and international organizations such as ICAO The organization also plays a key role in shaping the future of air travel by developing standards policies and best practices and by delivering data insights and training that elevate performance across the industry At the core of everything ACI does is a commitment to helping airports operate more efficiently improve quality and deliver an exceptional passenger experience worldwide This is a unique opportunity to shape the future of airport customer experience on a global scale As Director of Market Research you will lead the strategy and operational excellence behind the worlds leading airport passenger satisfaction program transform research and market intelligence into innovative solutions advisory services and influential industry publications and empower a high performing team to deliver trusted insights that create lasting value for airports worldwide The ideal candidate Is a recognized leader in market research and customer experience Has extensive experience leading research teams and developing high performing professionals Demonstrates strategic thinking with the ability to translate research into business opportunities Has solid operational leadership and prioritization skills across multiple concurrent initiatives Has experience developing innovative research products and advisory services Is an excellent communicator capable of influencing senior executives and industry stakeholders Has strong client relationship and consulting skills Represents the ACI World values of Collaboration Innovation Accountability Integrity and Sustainability The location The position is based in Montreal a global hub for aerospace and aviation organizations It offers a unique opportunity to work in an international environment alongside a dedicated team delivering high quality research programs Remote work is available in accordance with company policy About this opportunity ACIs Airport Service Quality ASQ is the worlds leading airport passenger satisfaction program with over 400 participating airports in 109 countries Our Departures Arrivals and Commercial Surveys provide airports with unique insight into customer experience ASQ surveys measure passenger satisfaction and help airports identify solutions to enhance customer experience improve service offerings and increase non aeronautical revenue Major Duties and Accountabilities Strategic Leadership & Portfolio Direction Set and execute the vision roadmap and priorities for the Market Research function aligning ASQ programs research products advisory services and market intelligence with ACIs strategic objectives Translate customer feedback emerging trends and performance insights into decisions that strengthen ASQs value growth and relevance to airport members ASQ Program Delivery Own the operating model processes and service standards for the reliable delivery of ASQ surveys reports dashboards and related member services to more than 400 international airport clients Ensure the team has comprehensive knowledge of ASQ programs research methodologies and business intelligence tools to support airport members with clear interpretation of results and timely responses to methodological and technical questions Establish governance controls and quality assurance across survey production data validation reporting and deliverables; monitor service levels risks timelines and capacity and resolve escalated issues Drive the continuous improvement standardization and automation of delivery processes ensuring work is completed within scope schedule and budget and consistently meets ACI quality standards Research Innovation & Market Intelligence Lead the development and continuous improvement of research products methodologies and customer insight solutions for airports worldwide with rigorous quality assurance Set the market intelligence strategy and oversee ongoing analysis of consumer cultural technological and industry trends affecting airport operations passenger expectations and satisfaction Evaluate emerging research approaches technologies and AI enabled solutions that can improve ASQ products delivery and member value Advisory Services Business Insights & Industry Influence Shape and oversee advisory services that help airports improve customer experience through actionable insights practical recommendations and industry best practicesPartner with internal ACI teams to develop research and customer insight initiatives that deepen their understanding of customers identify emerging needs and opportunities and support informed strategic and business decisionsAdvance ACIs thought leadership by contributing to high impact research publications industry trend reports and global analyses that shape industry dialogueRepresent ACI as a subject matter expert at conferences webinars and committees strengthening ACIs reputation as the global leader in airport customer experience research People Partnerships & Stakeholder Leadership Lead coach and develop a multidisciplinary research team fostering collaboration accountability innovation and continuous improvement while supporting succession planning Set priorities allocate resources and monitor team and operational performance across concurrent programs projects and member commitments Build strong relationships with airport members strategic partners research suppliers and external vendors ensuring effective performance and shared outcomes Technical knowledge skills and abilities Masters degree in Marketing Marketing Research Statistics Business Administration or a related discipline Minimum of 12 years in market research customer insights consulting or a related field Minimum of 5 years leading research teams and managing experienced professionals Proven success developing and launching new research products or advisory services Strong strategic planning portfolio management and operational leadership experience Demonstrated experience translating research into executive level recommendations and business decisions Excellent consulting facilitation and stakeholder management skills Experience presenting to executive audiences and facilitating strategic workshops Excellent project prioritization and resource management capabilities Solid analytical and critical thinking skills Experience managing external vendors and strategic partnerships Excellent written verbal and presentation skills in English Strong knowledge of quantitative and qualitative research methodologies Experience with statistical software SPSS SAS R or similar and survey platforms ACI World Values Stewardship; Member focused; Integrity; Excellence; Collaboration; Innovation; Inclusivity What We Offer A challenging and exciting position in an international and multicultural environmentHybrid work environment4 weeks of vacationyear5 sick days year5 mental wellness daysyearEmployee cell phone iPhone with TELUS Health virtual care includedHealth insurance coverage from your first day of employmentRRSP company matching contributionsOpusEXO Transit discount on monthly passEmployee recognition points earned to convert into redeemable gift cardsVery flexible employee monthly wellness account to use to achieve a greater work life balance

📌 Director, Market Research & Intelligence (Canada)
🏢 Airports Council International
📍 Canada