Passenger Information Lead

JOB PURPOSE:

The Passenger Information Lead is a proactive and detail-oriented key member who is responsible for all passenger-facing communications. This role ensures that all information, from digital platforms to on-the-ground signage and announcements, is accurate, consistent, and delivered effectively.

RESPONSIBILITIES/DUTIES

• Ensure all passenger information is accurate, clear, and consistently updated across all communication platforms, including physical signage, digital displays, announcements, websites, roll-ups, brochures, and social media channels.
• Conduct regular audits and reviews of all passenger-facing content to identify outdated or unclear messaging, and coordinate immediate updates as needed to maintain reliability.
• Coordinate with relevant teams and departments to ensure that all passenger communication materials reflect the latest operational changes, branding, and service updates.
• Lead the execution of communications-related production projects such as exhibitions, events, brand activations, and special awareness campaigns aimed at enhancing passenger understanding and engagement.
• Oversee the creative development and production process of communication materials, from concept briefing and design approval to printing, installation, and quality control.
• Collaborate with event planning and branding teams to ensure all communication elements used during events and activations are aligned with corporate messaging and standards.
• Identify areas for improvement in the passenger journey, particularly where communication can play a role in reducing confusion, improving wayfinding, or enhancing the customer experience.
• Proactively propose communication improvements based on passenger feedback, journey observations, or international best practices in transportation communication.
• Serve as a key point of contact for cross-functional coordination, working with internal departments, technical teams, customer service, and external vendors to align timelines, budgets, and deliverables for project updates.
• Manage all approval processes related to passenger communication with NAT (National Authority for Tunnels), ensuring timely submission of documents, follow-ups, and alignment with regulatory requirements.
• Take full accountability for assigned communication tasks and projects, ensuring they are delivered on time, within scope, and to the highest quality standards from planning through to execution.
• Maintain consistency with brand guidelines, tone of voice, and messaging strategy across all internal and external passenger touchpoints, ensuring every communication reflects the organization’s image and values.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS:

• Bachelor’s degree in journalism, Communications, business, or related field
• Perfect command of the Arabic and English languages
• Marketing background with emphasis on BTL (Below the Line) marketing is highly preferred.

KNOWLEDGE:

• Excellent written and verbal communication skills, including the ability to compose clear and concise messages and deliver strong presentations.
• Strong project management skills with experience in vendor management, procurement, and an understanding of production agency scopes of work (SOW).
• Highly organized and detail-oriented, with expertise in sourcing, collecting, and disseminating information. Must be well-informed on all activities impacting passengers.
• Proven ability to build and maintain cooperative relationships with internal and external partners.
• Proficiency in Microsoft Office applications (Word, PowerPoint, Excel, Outlook).

EXPERIENCE:

• 8 -10 years of experience in Customer Service or Marketing and Branding based work environment.

(Multiple branding and signage will be preferred).

DESIRED BEHAVIORS & EXPERIENCES

• Strong coordination and project management skillset, combined with a passion for enhancing the passenger journey through continuous improvements and high-quality execution of communication initiatives.
• Effectively maintain a calm and soft-spoken presence, expressing ideas with clarity and impact during challenging situations.
• Customer oriented, able to anticipate, understand, react to situations, and satisfy customers’ needs.
• Proactive in identifying and resolving issues.
• Rigor in executing and applying instructions and procedures.
• Strictly go by the rules of conduct and procedures.