Valerie St-James
Vice President, Market Research and Strategic Insights
Office: Montreal
Valérie St-James is a seasoned leader in customer insights with 25 years of experience, including the past eight in the airport industry. As Vice President, Market Research and Strategic Insights at Airports Council International (ACI), she leads global initiatives to enhance passenger and employee experiences across the aviation sector. She oversees the world-renowned Airport Service Quality (ASQ) program, managing research, quality control, and operations to deliver impactful solutions to member airports worldwide.
She is a respected speaker at global industry events and a published contributor to ACI’s flagship reports, including the ACI Global Traveller Survey and Best Practice Reports on topics such as gate experience and airport cleanliness.
Valerie holds an MSc in Marketing from HEC Montréal, as well as certifications in customer experience and process excellence. She has also taught the course Consultancy in Marketing Research at HEC Montréal, mentoring the next generation of marketing professionals.