Senior Specialist Customer Experience Design
2 months ago
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
-
Senior Manager Customer Experience Design
8 months ago
Doha, Qatar Qatar Airways Full timeAs a Senior Manager Customer Experience Design, you will be responsible to contribute to translating the airline’s vision into tangible and implementable product and service concepts for Qatar Airways across onboard and ground / lounge product and service areas. Research and create products and services that reflect QR’s brand values, and that provide a...
-
Senior Manager Customer Experience Design
7 months ago
Doha, Qatar Talent Pal Full timeAs a Senior Manager Customer Experience Design, you will be responsible to contribute to translating the airline’s vision into tangible and implementable product and service concepts for Qatar Airways across onboard and ground / lounge product and service areas. Research and create products and services that reflect QR’s brand values, and that provide a...
-
Digital Editorial Specialist
7 days ago
Doha, Qatar Digital Experience Full time**Role Purpose**: The Digital Editorial Specialist is responsible for writing content in English for a leading arts and culture institution in Qatar. This role works closely with the Arabic editorial team and the Content Planning team to plan and coordinate digital content development and delivery and will research (if necessary), write and edit material...
-
Customer Journey Design Specialist
2 weeks ago
Doha, Qatar Vodafone Full timeDigitally focussed and providing a truly world class customer experience is a critical part of what Vodafone stands for. From driving penetration and functionality of the My Vodafone App to developing and implementing our global customer experience programme, our Customer Experience teams relentlessly identify ways to improve our customers’ experience of...
-
Customer Experience Specialist
7 months ago
Doha, Qatar Metazyber Technologies Full time**Overview**: As a Customer Experience Specialist with a focus on government projects, you will play a pivotal role in leading and driving customer experience initiatives that directly impact citizen engagement and satisfaction with government services. You will collaborate closely with government agencies, stakeholders, and internal teams to develop and...
-
Manager Customer Experience Design
7 months ago
Doha, Qatar Qatar Airways Full timeAs a Manager Customer Experience Design - Digital, you will be responsible for designing, implementing, and optimizing the overall customer experience through digital channels focusing on driving personalization, loyalty and engagement with QR’s products and services across the customer journey. Drive transformation and convergence of physical journeys...
-
Social Media Specialist
7 months ago
Doha, Qatar American Design Source Full timeStrategically manages social media platforms to drive customer engagement, website traffic, and revenue. - Optimize content, join conversations on behalf of the company, and support current and prospective customers. - Excellent in creativity, design and communication. - Acquire catalogue, and maintain collateral material such as pictures, videos, video...
-
Visual Design Specialist
5 days ago
Doha, Baladīyat ad Dawḩah, Qatar PPL Dynamics Full timeAbout PPL Dynamics">We are a dynamic company looking for a skilled Visual Design Specialist to join our team.">Job Description">As a Visual Design Specialist, you will be responsible for creating user-centered designs for digital products such as websites, mobile apps, and software interfaces.">You will work closely with cross-functional teams to develop...
-
Senior Interior Designer
3 months ago
Doha, Qatar Artan Holding Full timeSenior Interior Designer / Fit Out (Minimum 5+ years’ experience in interior design) Immediate Joining **Job Purpose** The Senior Interior Designer is responsible for developing the design to detail and to produce all necessary detailed construction drawings, diagrams specifications and schedules etc to enable the building contractor to carry out the...
-
UX / UI Design Specialist - QAtar Airways
5 months ago
Doha, Qatar Talent Pal Full time**About the role*** As a UX/UI Design Specialist, you will be responsible for creating digital experiences that is visually stunning, at the same time is user-centric, intuitive, functional, and user-friendly that align with brand strategies and business objectives. UX/UI Design Specialist is responsible for creating user-centered designs for digital...
-
Customer Experience Specialist
7 months ago
Doha, Qatar Tesla Full timeTesla participates in the E-Verify Program What 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 Quality Specialist
7 months ago
Doha, Qatar Qatar Airways Full timeAbout the role Other key responsibilities are: - 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...
-
Senior Subcontracts Specialist
7 months ago
Doha, Qatar McDermott Full time**Job Overview**: The Senior Subcontracts Specialist uses best practices and knowledge of internal or external issues to improve the subcontracts discipline within McDermott. They will act as a resource for colleagues with less experience and share their conceptual and practical expertise related to the subcontracts discipline. The Senior Subcontracts...
-
Customer Experience
6 days ago
Doha, Qatar Qatar Airways Full timeAbout the role Manage and successfully deliver assigned Customer Experience projects and solutions in compliance with the project standards and processes of Qatar Airways, to meet defined business requirements within agreed timescales and cost. Lead the Projects throughout the project phases from initiation to closure, delivery, support and enhancement of...
-
Senior Sales Specialist
1 month ago
Doha, Baladīyat ad Dawḩah, Qatar PPL Dynamics Full timePPL Dynamics is seeking a highly skilled Senior Sales Specialist to join our team in the HVAC Products department. This is an excellent opportunity for individuals with 2-3 years of relevant experience and a proven track record of sales success.The ideal candidate will have strong written and verbal communication skills, proficiency in MS Office Suite,...
-
Customer Experience
19 hours ago
Doha, Qatar Qatar Airways Full timeAbout the role: We are currently recruiting for Content Management Specialist for Customer Contact Centre in Doha. As a Content Management Specialist, your primary responsibility is to manage and update Contact Centre Knowledge Management system and encourage correct and widespread usage of the knowledge base. Support all of Contact Centre operations by...
-
Senior Interior Designer
1 week ago
Doha, Qatar LAGOON DESIGN FOR DECORATION Full time**ROLES & RESPONSIBILITIES**: Undertake design project from concept to completion Define project requirements and schedule during “briefs” Research and decide on materials and products sourcing Produce “sample” and “mood products” Supervise work progress, working closely with designers, decorators architects and constructors. Research and...
-
Presales Senior Specialist
1 week ago
Doha, Qatar SAP Full time**Requisition ID**:288511 **Work Area**:Presales **Expected Travel**:0 - 10% **Career Status**:Professional **Employment Type**:Regular Full Time **COMPANY DESCRIPTION** SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and...
-
Senior Geodatabase Specialist
2 weeks ago
Doha, Qatar OilExec Full timeMinimum of 15 years of Developing databases/ modules related to design of hydraulic water modelling database, Infrastructure database, Geological database. **Senior Geodatabase Specialist** **Job Type**: Full Time Location: Doha Experience: 15 Years Job Category: Engineering Posted 5 hours ago
-
Senior Subcontracts Specialist
7 months ago
Doha, Qatar McDermott Full time**Job Overview**: The Senior Subcontracts Specialist uses best practices and knowledge of internal or external issues to improve the subcontracts discipline within McDermott. They will act as a resource for colleagues with less experience and share their conceptual and practical expertise related to the subcontracts discipline. The Senior Subcontracts...