Jan Richards

Head of Insight & Planning Dublin Airport

Passenger growth at Dublin Airport 2015-2017 has increased by over three times the European average, and every month currently is the busiest on record. Jan is responsible for managing the significant Dublin Airport Insights & Research programme, including monitoring future trends, passenger tracking, continuous CX improvement research feedback, and developing brand positioning strategy & measurement. She is proud of her key role in developing and launching an organisational values programme that, after the first 9 months, had an awareness level of 73% of the 3,000+ strong workforce, and has now over 100 Values Ambassadors throughout the organisation. She is currently championing the Passenger Journey Management Programme, tasked with driving improvement in the Passenger Experience.

Previously, Jan was the Senior Planner with MCCP Planning and Insights, where she worked with client companies in brand development and positioning, qualitative research and insight generation. Jan worked in advertising in London, Budapest and Dublin for 16 years; she was Client Director of DDB Budapest and Planning Director of Owens DDB in Dublin, and lectures in Marketing, Communications and Insight Development.  Jan is Chairwoman of the Board of Dublin WellWoman Clinics.