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Customer Experience Innovator

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Qatar Duty Free Full time

The Customer Experience Innovator will play a pivotal role in shaping the customer journey, ensuring that every interaction with the ground experience exceeds expectations. By focusing on innovative concepts and services from check-in to lounges, departures, and arrival experiences, this individual sets a new benchmark for customer experience.

Key responsibilities include:

  1. Establish comprehensive engagement standards for hubs and global airports, encompassing Check-In, Lounges, Departures, and Arrival environments.
  2. Formulate Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in collaboration with business owners for all ground service touchpoints.
  3. Create a cohesive product and service strategy for global lounges, including Hub Lounges, QR outstation lounges, and third-party lounges, aligning with broader business objectives.
  4. Integrate ground services and lounge strategies with strategic partnerships, such as joint ventures and capital equity partners, as well as oneworld alliance partners, to enhance revenue, reduce costs through shared resources, improve customer satisfaction, and ensure accurate representation of Qatar Airways.