Customer Experience Manager

5 days ago


Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time
About the Role

We are seeking a highly skilled and experienced professional to join our Product Development & Design Team as a Customer Experience Manager. This pivotal role will play a crucial part in shaping the customer journey, ensuring that every interaction a customer has with our ground experience exceeds expectations.

Key Responsibilities
  1. Develop Comprehensive Engagement Standards: Establish comprehensive engagement standards for hub and all global airports, encompassing Check-In, Lounges, Departures, and Arrival environments.
  2. Formulate Service Level Agreements: 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 Strategy: Create a cohesive product and service strategy for global lounges, including Hub Lounges, QR outstation lounges, and third-party lounges, aligning with the broader business objectives.
  4. Integrate Ground Services and Lounge Strategies: 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.
  5. Develop Customer Journey Mapping: Develop the customer journey mapping across all ground touch points and ensure it is regularly updated based on the agreed.
  6. Analyze Data and Feedback: Analyze data from Business Intelligence and Product Insights teams, as well as mystery shopper feedback, to develop products and services that surpass industry standards.
  7. Collaborate with Customer Experience Teams: Collaborate with the hub and network stations customer experience management teams for a consistent customer experience at every interaction point across the journey.
  8. Evaluate Airport and Lounge Amenities: Conduct regular thorough evaluations of airport and lounge amenities, ensuring they adhere to established quality benchmarks.
  9. Develop Customer Experience Specifications: Participate in the development of customer experience specifications for new check-in areas, lounge constructions, refurbishments, and upgrades.
  10. Foster Synergy among Customer Touchpoints: Foster synergy among various customer touchpoints, including ground services, lounges, onboard facilities, and digital platforms, to ensure a seamless and superior customer journey.
  11. Guarantee a Cohesive Customer Experience: Guarantee a cohesive and high-standard customer experience at every touchpoint, aligned with the product and service language across all customer touch points.
  12. Design Customized Experiences: Design customized experiences for different customer segments to enhance satisfaction and create a distinctive service.
  13. Utilize Technology to Enhance Customer Experience: Utilize technology in ground operations and lounge services to enhance the customer experience, in partnership with the Manager of Customer Experience Design – Digital.
  14. Lead Ground and Lounge Product Development: Lead the Ground and Lounge product development team from ideation to execution, including design evaluations, workshops, and problem-solving sessions, to guarantee successful product introductions.
  15. Drive Continuous Improvements and Innovations: Drive continuous improvements and innovations based on feedback from internal stakeholders and external customers.
  16. Manage Major Product Development Projects: Manage major product development projects, providing insights and recommendations on design and functional improvements.
  17. Ensure a Smooth Experience for Customers: Work with oneworld and partners alliance to ensure a smooth experience for customers transferring between airlines at the airport.
About Qatar Airways

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.



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