Does your organisation need an "experience manager"?

I read in the latest Business to Business that Auckland Airport has appointed Lucy Thomas as its passenger experience manager. What a fantastic role!

The article says "she will develop and champion the visitor experience at Auckland Airport". And there's also a strong research component to her role, which is handy because she used to work at TNS as a senior qualitative researcher.

Great example of innovation, and hopefully one that will pay off for Auckland Airport.