Customer Experience Analyst

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Precision Hire Solution Full time

About the role
The airfreight industry landscape is entering an accelerated phase ofchange and transformation. From digitalising the endtoend valuechain to fortifying a true ecommerce experience to the launch ofdigital freight marketplaces and much more. At Qatar Airways Cargowe recently launched our VISION 2027 Roadmap as part of The NextGeneration programme. The roadmap encapsulates the journey to bringabout changes both internally and externally with the objective tosimplify business engagements with Qatar Airways Cargo regardlesswhether the task on hand is complex or simple.

To support our VISION 2027 roadmap we are looking for talents thebold the imaginative and the changemaker. All of whom will supportQatar Airways Cargos position as a true leader in the air freightindustry. If you want to make an impact to grow your experience andto challenge your comfort zone then join us at Qatar Airways Cargoand be part of The Next Generation ofchangemakers.

Become the ambassador and theorchestrator of Qatar Airways Cargo VISION 2027.

We are pleased to announce this incredibly exciting opportunity tobe part of Qatar Airways Cargo Customer Experience team as aCustomer Experience Analyst in our office inDoha.

Join the #MovedByPeople family and leave amark as part of the Cargo Customer Experienceteam.

This will include the development ofscalable and drillable reports visual analytic suites adhocanalysis and indepth analysis at the channel/region/market/segmentlevels for CRM purposes. Identify relevant business segments whileutilizing various customer data sources available both internallyand externally. Provide customer data insights actionable at eachcustomer touch point through the development of relevantvisualizations of customer value drivers.

Therole includes:
  • Participate in thedevelopment of CRM reports by building prototypes in order tobetter understand the market and customers of Qatar Airways Cargo.Maintain a CRM repository of monthly reports and initiatives inorder to track insights and analysis and monitor theprogress.
  • Prepare and maintain monthly reportsand analysis to track performance of ongoing programs to supportstrategic and tactical adjustments.
  • Implementresearch and adhoc studies to assess the airlines commercialperformance and compare it with other airlines regionally andworldwide in order to remain competitive in themarket.
  • Review industryleading report systemsand tools to ensure leading best practices are applied to CRM andcustomer research.
  • Participate in thedefinition and analysis of the Customer Satisfaction Score (CSAT)and Net Promoter Score (NPS) surveys as part of the Voice of theCustomer (VOC) initiative by collaborating with internalstakeholders. This also includes monitoring the progress ofimprovement initiatives such as system enhancements planned inresponse to the survey results.
  • Provide datadriven insights on customer behaviour by using various data pointssuch as the Customer 360 in order to enhance the customerexperience.
  • Provide timely accurate andactionable information to the Sales and Service departments as partof Customer Journey mapping in order to strive towards deliveringexcellence at each customer touch point and ultimately to minimisenegative feedback.
  • Monitor effectiveness ofreporting and analytics used to ensure optimal value to thebusiness modifying or operationalising new metrics and dashboardproducts as needed

Bepart of an extraordinary story
Your skills. Yourimagination. Your ambition. Here there are no boundaries to yourpotential and the impact you can make. Youll find infiniteopportunities to grow and work on the biggest most rewardingchallenges that will build your skills and experience. You have thechance to be a part of our future and build the life you want whilebeing part of an international community.

Ourbest is here and still to come. To us impossible is only achallenge. Join us as we dare to achieve whats never been donebefore.
Together everything ispossible

Qualifications About you
  • Bachelors Degree with a major inmathematics computer science economics or finance with an addedspecialization in revenue management(preferred).
  • 4 years related experience inAirlines.
  • Previous experience in Cargo RevenueManagement or any other Cargo department (Operations Sales orCustomer Service)
  • Knowledge of Cargoreservation and tracking system overall cargo operations and set upis necessary.
  • Very good command in English andhave excellent computer skills (WordExcel)
  • Specialist skills in differentanalytical and visualization systems and tools such as SAS SQLPower Bl SAP Lumira
  • Skills in data extractiontransformation and visualanalytics

About Qatar Airways Group
Our story started with fouraircraft. Today we deliver excellence across 12 differentbusinesses coming together as one. Weve grown fast broken recordsand set trends that others follow. We dont slow down by the fear offailure. Instead we dare to achieve whats never been donebefore.
So whether youre creating a unique experience forour customers or innovating behind the scenes every personcontributes to our proud story. A story of spectacular growth anddetermination. Now is the time to bring your best ideas and passionto a place where your ambition will know no boundaries and be partof a truly global community.

How toapply
If youre ready to join a progressive team and havea challenging and rewarding career then apply now by uploading yourCV and completing our quick applicationform.

This job has beensourced from an external job board.
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