Customer Experience Analyst

4 days ago

Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

About the role
The air freight industry landscape is entering an accelerated phase of change and transformation. From digitalising the end-to-end value chain, to fortifying a true e-commerce experience, to the launch of digital freight marketplaces, and much more. At Qatar Airways Cargo, we recently launched our VISION 2027 Roadmap as part of The Next Generation programme. The roadmap encapsulates the journey to bring about changes both internally and externally with the objective to simplify business engagements with Qatar Airways Cargo regardless whether the task on hand is complex or simple.

To support our VISION 2027 roadmap, we are looking for talents – the bold, the imaginative and the change-maker. All of whom will support Qatar Airways Cargo's position as a true leader in the air freight industry. If you want to make an impact, to grow your experience and to challenge your comfort zone, then join us at Qatar Airways Cargo and be part of The Next Generation of change-makers.

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

We are pleased to announce this incredibly exciting opportunity to be part of Qatar Airways Cargo Customer Experience team as a Customer Experience Analyst in our office in Doha.

Join the #MovedByPeople family and leave a mark as part of the Cargo Customer Experience team.

This will include the development of scalable and drillable reports, visual analytic suites, ad-hoc analysis and in-depth analysis at the channel/region/market/segment levels for CRM purposes. Identify relevant business segments while utilizing various customer data sources available both internally and externally. Provide customer data insights actionable at each customer touch point through the development of relevant visualizations of customer value drivers.

The role includes:

• Participate in the development of CRM reports by building prototypes, in order to better understand the market and customers of Qatar Airways Cargo. Maintain a CRM repository of monthly reports and initiatives in order to track insights and analysis and monitor the progress.

• Prepare and maintain monthly reports and analysis to track performance of ongoing programs to support strategic and tactical adjustments.

• Implement research and ad-hoc studies to assess the airline's commercial performance and compare it with other airlines regionally and worldwide in order to remain competitive in the market.

• Review industry-leading report systems and tools to ensure leading best practices are applied to CRM, and customer research.

• Participate in the definition and analysis of the Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) surveys as part of the Voice of the Customer (VOC) initiative by collaborating with internal stakeholders. This also includes monitoring the progress of improvement initiatives such as system enhancements planned in response to the survey results.

• Provide data driven insights on customer behaviour by using various data points such as the Customer 360 in order to enhance the customer experience.

• Provide timely, accurate and actionable information to the Sales and Service departments as part of Customer Journey mapping in order to strive towards delivering excellence at each customer touch point and ultimately to minimise negative feedback.

• Monitor effectiveness of reporting and analytics used to ensure optimal value to the business, modifying or operationalising new metrics and dashboard products as needed

Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You'll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what's never been done before.
Together, everything is possible

Qualifications

About you

• Bachelor's Degree with a major in mathematics, computer science, economics or finance with an added specialization in revenue management (preferred).

• 4+ years' related experience in Airlines.

• Previous experience in Cargo Revenue Management or any other Cargo department (Operations, Sales or Customer Service)

• Knowledge of Cargo reservation and tracking system, overall cargo operations and set up is necessary.

• Very good command in English and have excellent computer skills (Word, Excel)

• Specialist skills in different analytical and visualization systems and tools such as SAS, SQL, Power Bl, SAP Lumira

• Skills in data extraction, transformation and visual analytics


About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before.
So, whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

Application Guidelines
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.

  • 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...

  • Customer Experience Analyst

    2 weeks ago

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

    About the role The air freight industry landscape is entering an accelerated phase of change and transformation. From digitalising the endtoend value chain to fortifying a true ecommerce experience to the launch of digital freight marketplaces and much more. At Qatar Airways Cargo we recently launched our VISION 2027 Roadmap as part of The Next Generation...

  • Senior Analyst Customer Delivery

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Ooredoo QSC Full time

    VAC9324 - Senior Analyst Customer Delivery Field: Business Contract Type: Full Time - Permanent Location: Qatar - Doha Closing date: 01-Apr-2024 About Us:: Ooredoo is a dynamic global Telecommunications player operating in 10 countries serving more than 138 million customers. Ooredoo Qatar employs approximately 1,600 people driving Ooredoo to be the number...

  • Senior Analyst Customer Retention

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Ooredoo QSC Full time

    VAC9310 - Senior Analyst Customer Retention Field: Consumer Contract Type: Full Time - Permanent Location: Qatar - Doha Closing date: 17-Mar-2024 About Us:: Ooredoo is a dynamic global Telecommunications player operating in 10 countries serving more than 138 million customers. Ooredoo Qatar employs approximately 1,600 people driving Ooredoo to be the...

  • Customer Experience

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    About the roleWe are currently recruiting for Senior Quality and Training Officer for Customer Contact Centre in Doha, Qatar.The role is responsible to manage implementation of QR Customer Contact Center quality and training standards. You will be responsible for the local analysis of quality results and production of reports on Key Performance Indicators,...

  • Business Analyst

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Cognizant Technology Solutions Full time

    Job Description: Business Analyst (Home Loans)Onsite -Doha, Qatar As the Business Analyst, you will be working within the Housing Finance team to deliver the best customer experience for our home loan clients, you will be the voice of the customer, with a deep understanding and empathy of current needs and pain points of our users. You will work closely with...

  • Customer Experience

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    As a Cabin Safety Investigator, you will be responsible for the administration and management of Cabin Safety Reports (CSR), Cabin Security Reports (CABSEC) and Medical Incident Reports (MIR) in the Safety management System.You will be required to analyze data in order to identify trends and latent conditions within Cabin Operations to enable the Cabin...

  • Customer Experience Specialist

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Tesla Full time

    Tesla participates in the E-Verify ProgramWhat to Expect As a Customer Experience Specialist at Tesla, you will be the face of our brand, responsible for engaging with potential customers, capturing leads, and guiding them through a seamless sales journey. As a crucial member of our dynamic team, you will play a pivotal role in shaping the success of our...

  • Customer Experience Executive

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Iccqatar Full time

    Respond to customer inquiries via phone, email, and chat in a timely and professional mannerPerform eKYC checks to ensure customer compliance with regulatory requirementsManage customer queries and resolve any issues in a prompt and efficient mannerProvide customer support on various aspects of online money transfer services, including account setup,...

  • Customer Experience Representative

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar ORYX International School Full time

    Serve as the main point of contactfor parents, pupils, and staff, providing outstanding customerservice and addressing inquiries, concerns, and requests promptlyand professionally.Build strong relationshipswith customers, understanding their needs and preferences andoffering personalized assistance andguidance.Proactively communicate with parentsregarding...

  • Customer Experience

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    About the roleYou will provide welfare and counselling support to Cabin Crew by assisting incident or occurrences of personnel or a professional nature in order to increase moral and motivational levels of Crew.Operational role includes:Provide necessary support by assisting with any Cabin Crew related matters during their tenure.Responsible for handling an...

  • Customer Experience

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    About the roleYou will be responsible to develop, implement and maintain measures of Hub Lounges performance, Employee performance and other support service area. Contribute to the development, preparation, strategies and plans, liaising with internal and external stakeholders as necessary. Provide service areas with Business Intelligence and data analysis...

  • Manager Customer Experience

    2 weeks ago

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

    About the Role Manage all terminal operations at HIA which includes though not limited to check in & Boarding Arrival Baggage handling VIP operations Trolley Services Porterage services PRM / Special Handling Buggy operation and areas associated with the planning operation and delivery of these key areas to provide services as per agreed service levels to...

  • Senior Business Analyst

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Virtusa Full time

    Add the Middle East to your global professional experience and have the opportunity to work on some of the leading Digital Transformation programs. Virtusa is one of the fastest growing IT Services companies in the Middle East with a growing client base in the UAE, KSA, Qatar & Oman and we work with the leading Banking and Financial Services, Travel, Telecom...

  • Customer Experience Consultant

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Katara Club Full time

    Qualifications & SkillsExcellent customer service skillsWell-groomed, smart & professional appearancePositive attitude, problem solver, physically activeOutstanding written and verbal communication skillsTeam player, available to work shiftsHigh-school diploma or suitable equivalentExperienceRequired minimum 3 years of experience in a multicultural...

  • Data Analyst

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar The Pearl Gates Full time

    As a Data Analyst, you will play a crucial role in transforming raw data into actionable intelligence, driving strategic initiatives and operational efficiencies.Key Responsibilities:1.Data Collection and Analysis: Gather and interpret data from various sources including property listings, market trends, client feedback, and internal databases. Perform...

  • Manager Customer Experience

    2 weeks ago

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

    About theRole Manage allterminal operations at HIA which includes though not limited tocheck in & Boarding Arrival Baggage handling VIP operationsTrolley Services Porterage services PRM / Special Handling Buggyoperation and areas associated with the planning operation anddelivery of these key areas to provide services as per agreedservice levels to all...

  • Business Analyst

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Virtusa Full time

    Add the Middle East to your global professional experience and have the opportunity to work on some of the leading Digital Transformation programs.Virtusa is one of the fastest growing IT Services companies in the Middle East with a growing client base in the UAE, KSA, Qatar & Oman and we work with the leading Banking and Financial Services, Travel, Telecom...

  • Business Analyst

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Talent Pal Full time

    Add the Middle East to your globalprofessional experience and have the opportunity to work on some ofthe leading Digital Transformation programs.Virtusa is one of the fastest growing ITServices companies in the Middle East with a growing client base inthe UAE KSA Qatar & Oman and we work with the leadingBanking and Financial Services Travel Telecom and...

  • Business Analyst

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Talent Pal Full time

    Add the Middle East to your global professional experience and have the opportunity to work on some of the leading Digital Transformation programs. Virtusa is one of the fastest growing IT Services companies in the Middle East with a growing client base in the UAE KSA Qatar & Oman and we work with the leading Banking and Financial Services Travel Telecom and...