Customer Experience Quality Specialist

4 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

About the role

Welcome to a world where ambitions fly high

We are pleased to announce an exciting opportunity to be part of our Product Development & Design Division as Customer Experience Quality Specialist in Doha.

As a Customer Experience Quality Specialist, you will be responsible to provide subject matter expertise for digital, product, service design and operations through detailed evaluations and testing of all customer touch points and systems (online and in person) to allow stakeholders to make well informed decisions for customer service enhancements, improve operational strategies and help Qatar Airways to enhance competitive edge and customer satisfaction by rapidly evolving. Carryout end to end customer journey audits in a role of a mystery shopper. Track and articulate NPS dashboards, customer rating scores, key drivers and other relevant metrics. Develop and maintain the digital journey report platform. Build a constructive bridge between customer experience design, operations stakeholders and training in order to streamline and improve processes to ensure Qatar Airways service proposition is protected and delivering highest standards in the industry.

Some of the tasks include:

  • Carry out end to end customer experience quality monitoring audits. Discreetly gather insights on various aspects of customer journey.
  • Test all digital systems where customer interacts with the brand, including, but not limited to mobile apps, website, live chat, bots, pop ups and social media. Identify opportunities and propose enhancements to increase and ease customer connection and satisfaction.
  • Responsible for understanding current customer proposition, feedback, industry standards, expectations and emerging trends through research, and use this to drive improved customer experience.
  • Interact with employees and online platforms on all customer touch points to monitor and gauge customer service.
  • Evaluate all ground experience touch points at base and in outstations and build on competitor research to further enhance Qatar's proposition.
  • Review and evaluate relevant airport facilities and services in order to enhance the customer experience for all areas.
  • Contribute to development of customer journey design, engagement standards and KPl's for all customer experience touch points for airport, ground, digital and inflight experience.
Qualifications

About you

We are looking for a passionate and experienced professional to join the team

  • Min. Diploma, Bachelor's Degree or Equivalent
  • 5+ years of experience of leading end to end customer experience quality audits for digital, product, service design and / or operations in luxury hospitality and / or full-service airline.
  • Intermediate to advanced skill in MS Office and visualization tools such as Power BI
  • Experience in a customer facing role with experience in a supervisory role.
  • Understanding of airline customer experience

Application Guidelines:

Internal employees must submit applications through internal vacancies portal (via GEMS) only.

Please see below for all eligibility and requirements for internal applications and please note that any applications not meeting the criteria will not be processed.

  • All internal candidates can only have three active applications at any point in time.
  • All internal candidates must have completed a minimum 10 months in their current role in order to apply for a new role
  • All internal candidates with an active final warning letter will be automatically disqualified from the recruitment process
  • If you are Cabin Crew or Deck Crew (Qatar Airways & Qatar Executive) candidate, you would require NOC to apply for this role.

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