Customer Research Manager

5 months ago

Doha, Qatar Qatar Airways Full time

**About the role**

As the Customer Research Manager within the Digital Commerce team, you will be responsible to serve as SME in enhancing organization's understanding of its customers and translate this knowledge into strategies that improve overall customer experience. Responsible to lead Research and Customer Success Teams in gathering, analyzing, and interpreting customer data and feedback to create actionable insights. Engage with stakeholders to expand customer insight best practices as well as cross functional close-the-loop processes to achieve business objectives.

Other key accountabilities would include:

- Develop and execute a comprehensive customer insights strategy that aligns with organizational goals in order to increase customer retention and satisfaction.
- Define key research objectives and methodologies in order to gather actionable insights
- Collaborate with cross-functional teams to develop and implement customer-centric strategies that enhance the overall customer experience
- Oversee the collection, analysis and interpretation of customer data across the customer journey, including surveys, social media, customer reviews, market trends and other Voice of the Customer sources
- Establish and monitor Key Performance Indicators (KPls) to measure the success of customer experience initiatives, including but not limited to, Net Promoter Score, CSAT, CES, conversion rates.
- Lead the execution of customer-centric initiatives, ensuring they are aligned with research findings and monitor and report progress of these initiatives to the Management
- Develop and establish an internal and external feedback loop, ensuring that customer feedback is consistently collected, analyzed, and integrated into current processes and product roadmap
- Develop and establish benchmarking studies to gain insights on industry standards and best performers, and leverage these insights for market competitiveness.
- Perform other department duties related to his/her position as directed by the Head of the Department.

**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 Digital Commerce team.
- Bachelor's Degree or Equivalent with Minimum 6 years of job-related experience
- Experience in managing a team of research and/or customer success professionals
- Experience in implementing research initiatives in the airline/travel/hospitality industry
- Experience working with cross-functional teams
- Experience in customer success or customer relationship management
- Experience in client or stakeholder management

**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.

**How to Apply

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