Director, Market Research & Intelligence

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. Remote work 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 Influence

• Shape and oversee advisory services that help airports improve customer experience through actionable insights, practical recommendations and industry best practices.
• Partner 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 decisions.
• Advance ACI’s thought leadership by contributing to high-impact research publications, industry trend reports and global analyses that shape industry dialogue.
• Represent ACI as a subject-matter expert at conferences, webinars and committees, strengthening ACI’s 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

• Master's 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.
• Strong 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 environment.
• Hybrid work environment
• 4 weeks of vacation/year.
• 5 sick days/ year.
• 5 mental wellness days/year.
• Employee cell phone (iPhone) with TELUS Health virtual care included.
• Health insurance coverage from your first day of employment.
• RRSP company matching contributions
• Opus/EXO Transit discount on monthly pass.
• Employee recognition points earned to convert into redeemable gift cards
• Very flexible employee monthly wellness account to use to achieve a greater work life balance