Director, Market Research & Intelligence

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 world’s 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 world’s 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 strong 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. Work from home is available in accordance with company policy.

About This Opportunity ACI’s Airport Service Quality (ASQ) is the world’s 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 ACI's strategic objectives.

Translate customer feedback, emerging trends and performance insights into decisions that strengthen ASQ's 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 I

📌 Director, Market Research (Winnipeg)
🏢 ACI World - Airports Council International
📍 Winnipeg