Senior Officer Customer Research Insights

3 days ago

Doha, Qatar Qatar Airways Full time

As** **Senior Officer Customer Research Insights, you will be responsible for providing end-to-end management of all research activities conducted by the department and the units it supports including research plan, design, execution and analysis. Develop, measure and report in coordination with the Quality Assurance and Cost Control Manager SMART KPIs. This role will also be in charge of all the feedback-related data processing and reporting requirements from both various internal and external clients. The main deliverable of this role is to prepare strategic and research-based insights that will help in decision making and continuous improvement.

Key accountabilities are:

- Develops advanced, flexible dashboards to share customer insights across teams and departments
- Develop detailed business acumen of the internal client being serviced along with operational knowledge and understanding to be able to support them better
- Develop a quick understanding of the client’s requirements and the agility to act on them in a valuable, yet practical and realistic approach
- Develop research methodologies suitable to the research requirements of Qatar Airways
- Plan, organize, conduct, analyze and present research projects using the correct methodologies as agreed with the clients
- Share monthly, quarterly, and annually valuable data reports with different stakeholders
- Develop and deliver as requested, or initiate the development of, KPI measurement, dashboard, and regular reports with observations, analysis, key findings and recommendations that will help the department in understanding its business and operationalizing action plans for improvements
- Be the main source of information on best practices and competitor research insights with a clear focus on benchmarking studies and development plan
- Work with IT, the team and the clients to improve research data quality, data collection mechanisms, and data usage (collection, preparation, processing, and analysis) efficiency
- Propose process improvements relating to insights generation and delivery on CRM
- Collaborate with other departments and internal clients to understand next actions from insights and track them to completion ensuring quality is prioritized.
- Work with Legal and relevant departments to support GDPR and SAR activities particularly on handling, processing or deleting data owned by the department.
- Support the audit function as and when needed by the department or the company.

**Be a 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**:

- Bachelor’s Degree or Equivalent (Preferred - IT, Math, Computer Science)
- 07 years of job-related experience (Preferred - Airlines and Hospitality)
- Expertise in research methodologies, consumer behavior, market research activities, survey platforms and tools.
- Expertise in reports and analysis of complex customer and/or commercial data
- Expert skills in Microsoft Office
- Skills in different analytical and visualization systems and tools such as SAS, SPSS, SQL, Power BI, Tableau, SAP BOBJ, etc.
- Skills in data extraction, transformation, visual analytics and presentation
- Database modelling skills and client management skills
- Ability to create great working relationship and coordinate projects with all levels and across multiple disciplines/teams
- Able to create and analyze KPI’s

**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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