Senior Manager Customer Experience Design

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Talent Pal Full time

As a Senior Manager CustomerExperience Design you will be responsible to contribute totranslating the airlines vision into tangible and implementableproduct and service concepts for Qatar Airways across onboard andground / lounge product and service areas. Research and createproducts and services that reflect QRs brand values and thatprovide a more personalized and integrated customer journey.Additionally implement continuous improvement plans that safeguardsQatar Airways continuous commitment to enhanced customerexperience.

Other key responsibilitiesare:
  • Translate brand vision intoservice concepts. Develop signature service initiatives structuresand matrices to ensure Qatar Airways maintains its position as theleading global aviation brand.
  • Responsible forthe development and direction of research based design aimed atcontinuous improvement of current products and services andgenerating ideas for new experience concepts across all areas ofthe customer journey from Ground lounges and onboard.
  • Champion customer experience excellencein all product and service offering onboard and all customer touchpoints.
  • Support Senior Manager Culinary bycontributing to design of food and beverage service concepts forall cabin classes & lounges to define meal uplift plansfood philosophy and service equipmentdefinition.
  • Working with operations team toestablish engagement standards to ensure Qatar Airways experienceproposition is maintained while at the same time being agile andadopted to different standards to establish operationalefficiency.
  • Define and develop all customerfacing products for each cabin class while ensuring the serviceconcepts & standards reflect guest demographics andprofiles.
  • Working with BI and otherstakeholders to continuously be informed about the customerprofiles market trends and operational changes to drive serviceimprovement.
  • Contribute to the development ofQatar Airways digital experience across all aspects of the customerjourney to reflect the appropriate look and feel cohesivenessmeaningfulness impactfulness and delivers commercialbenefits.
  • Be the custodian for building the endto end customer journey.
  • Contribute to settingKPIs and MPS targets in collaboration with Vice President CustomerExperience Design &Hospitality.
Operational
  • Translatenew service concepts into service processes with consideration ofthe operational context such as aircraft type hub & networklounge environment
  • Lead the development ofservice standards procedures &processes.
  • Champion collaboration betweendifferent operational departments to ensure aligned standards aredelivered in operations.
  • Build medium to longterm service initiatives planning and ensure all operational teamsare aligned whereby concepts are trailed & tested standardsare established and procedures are in place and once implementcustomer satisfaction is monitored for brandimpact.
  • Oversee cabin crew complement marketF&B hotel trends and airline benchmarking pushing allboundaries to achieve best in classstatus.
  • Creating information that can be usedby customer service teams to understand and embrace the QatarAirways product and service concept so that we can better sell ourproduct.
  • Evaluate / Analyse CRM data to meetthe expectations of our customers both scientifically as well asintuitively.
  • Set and implement KPIs to drivecontinuous improvement plans such as mystery shopping customerfeedback using data to drive insights.
  • Ensurethat products and services offered by Qatar Airways are alignedwith the brand values and are of an appropriately highstandard.
  • Nurture a customer centric customerexperience design team to provide design lead thinking to onboardand ground / lounge services through brainstorming sessions designreviews and design workshops.
  • Ensure synergiesbetween inflight and ground by managing all the relevantstakeholders and resolving andchallenges.
  • Convert product and servicestrategy into product and service development create design briefsand project plans for Qatar Airways internal and externaluse.
  • Anticipate development requirements andinform relevant business areas to ensuredeliver.
  • Champion commercial and fiscalresponsibility during decision.
  • DevelopingBrand Partnerships to provide bespoke experiences for ourcustomers.
  • Identify areas for cost managementthrough continuous monitoring of the products andservices.
  • Ensure the continuous documentationof projects as a key management tool. Provide project statusupdates to management and other stakeholders highlight and escalateany associatedrisks.
QualificationsAboutYou
  • Min. Bachelors Degree orEquivalent
  • 10 years of experience intranslating brand vision into tangible and implementable product& service concept at major internationalairline.
  • Proven experience of CustomerExperience Design at a major internationalairline.
  • Advanced level of understanding ofhospitality process procedures &standards.
  • Advanced understanding ofF&B and onboard services.
  • Experiencedeveloping inspirational elegant and successful products forairlines hotels and other hospitalitycompanies.
  • Advanced level of understand ofcustomer experience & customerjourneys
  • Excellent ability to communicate andtranslate vision into concepts &contexts.
ApplicationGuidelines

Employees must submit applicationsthrough internal vacancies portal (via GEMS)only.

Please see below for all eligibility andrequirements for internal applications and please note that anyapplications not meeting the criteria will not beprocessed.

  • All internal candidates canonly have three active applications at any point intime.
  • All internal candidates must havecompleted a minimum 10 months in their current role in order toapply for a new role
  • All internal candidateswith an active final warning letter will be automaticallydisqualified from the recruitment process
  • Ifyou are Cabin Crew or Deck Crew(Qatar Airways & QatarExecutive) candidate you would require NOC to apply for thisrole.

This job has beensourced from an external job board.
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