Senior Specialist Customer Experience Design

1 month ago

Doha, Qatar Qatar Airways Full time

As a Senior Specialist Customer Experience Design - Onboard, you will be support in identifying, evaluating, developing, defining, and implementing service process strategies to ensure positive change and cement our position as a global leader across all cabins, setting the benchmark for excellence in the industry. Contribute to achieving the highest level of customer satisfaction across all onboard touchpoints validated using CSATS and NPS. Utilize design thinking to propose innovative ideas and solutions to the Line Manager, ensuring customers enjoy an unparalleled and seamless experience. Maintain a high level of industry knowledge and stay updated with trends through continuous benchmarking

Other key strategic & operational responsibilities are:

- Assist the Manager of Customer Experience Design Onboard in developing a human-centric approach to
- service and customer experience strategy, for all cabins and hauls, aligning with the department and the organization’s vision.
- Support with the Integration of the business strategy for onboard into strategic partnerships (joint ventures, capital equity partners, etc.) and oneworld partners, providing revenue and cost saving through shared resources, increase customer satisfaction while ensuring Qatar Airways is correctly represented.
- Conduct comprehensive benchmarking of industry best practices and products, analyzing competitors including airlines, cruise liners, and hospitality to recommend continuous improvements.
- Utilize operational data, customer insights, and onboard audit reports to drive innovation in product and service development.
- Implementing improvement plans and managing onboard products and services across all journey touchpoints.
- Ensure products and services are class-compatible, staff-friendly, and customer-centric, in line with access policies and cabin class journeys.
- Implement new products and service concepts and enhancement plans for First Class, Business Class, The Lounge (A380), and Economy Class as directed.
- Leverage technology to enhance customer experience in collaboration with the CXD digital team.
- Manage cross-functional projects, providing support and guidance as allocated by the Line Manager.
- Collaborate with stakeholders to represent the department in various Customer Experience projects, ensuring all business requirements are met.
- Conduct business case analyses on new onboard facilities, service offerings, destinations, flight frequencies, and passenger loads.
- Present proposals for continuous improvement based on research and insights from internal and external customers to the Line Manager.
- Review, monitor, and provide feedback on product and service standards to the Line Manager.
- Develop guidelines for product and service processes.
- Ensure synergy between ground, lounge, and onboard products and services. Manage product and service trials, surveys, and communication.
- Create and present the product and service concepts to internal and external teams.
- Develop manuals and guidelines for service processes and construct Service Level Agreements with stakeholders.
- Participate in validation of the Onboard Product & Service Manual, ensuring timely communication of any changes to relevant stakeholders within agreed timelines.
- Support in regular network-wide product and service audits to ensure consistent delivery.
- Liaise with cabin services, catering services and other operational stakeholders to rectify onboard issues and maintain required standards.
- Manage video/photoshoots, events, activities, or any other functions as requested by the Line Manager.

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

We are looking for a passionate and experienced professional to join the Product Development & Design Team
- Min. Diploma, Bachelors Degree or Equivalent
- 6+ years of job related experience
- Proven time and project management skills.
- Advanced knowledge and/or experience in luxury hospitality environment.
- Advanced knowledge and/or experience in product development & service design.
- Proven stakeholder management skills

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 bee

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