Customer Experience Research and Insights Manager

6 days ago

Doha, Qatar Qatar Airways Full time

As Research and Insights Manager you will be responsible to critically manage the voice of customer research objectives for the entire Customer Experience division across every stage of the entire customer journey. Through developing and communicating actionable insights, setting up data capture across every customer journey touchpoint and synthesizing operational and experiential data, you will effectively improve the customer experience, increase customer loyalty and retention.

In addition to the above, other key responsibilities include:

- Establish Customer Analytics and Insights strategy, objectives and identify drivers of customer experience accurately, link their impact to business results, and uncover insights to drive actionable results
- Lead customer segmentation, micro segmentation and personalization for the division and beyond to ensure alignment with customer-centric strategy.
- Develop dashboards, reports, visualizations and presentations in order to share customer insights as well as to highlight data to drive Qatar Airways Teams’ results combined with commercial implications and strategic/tactical recommendations.
- Work with IT and other internal departments to develop a customer data warehouse to derive actionable data.
- Transform the Customer Analytics Centre of Excellence to a full support department in order to build a culture of leveraging customer analytics across Customer Experience to drive innovation and increase customer satisfaction.
- Oversee, train and develop a team of specialists, which will contribute to the program’s continued growth and success.

**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**:
We are looking for a passionate and experienced professional to join our Customer Experience Research and Insights Team.

In order to be successful in this role you will have:

- A bachelor’s degree in Social Sciences, Marketing Research, Psychology, Sociology, Statistics, Applied Mathematics or Economics or equivalent with at least 6 years of job-related experience in a large multinational company.
- Expertise in research methodologies, consumer behavior and market research activities.
- Expertise in reports and analysis of complex customer and/or commercial data as well as expertise in survey platforms and tools.
- Specialist skills in various data extraction, analytical and visualization systems and tools such as Microsoft Excel, SAS, SPSS, SQL, Power BI, Tableau, SAP BOBJ, etc.
- Knowledge in customer service/customer success/customer experience or engagement.
- Managerial skills or prior experience in leading a team of specialists.
- Willingness to relocate to Doha, Qatar.

**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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