Customer Experience Manager

1 month ago

Doha, Baladīyat ad Dawḩah, Qatar QATAR Airways Full time
Job Title: Customer Experience Manager

This is a pivotal role in shaping the customer journey, ensuring that every interaction a customer has with the ground experience is not only satisfactory but exceeds expectations.

By focusing on innovative concepts and services, from check-in to lounges, departures and arrival experiences, you are setting a new benchmark for customer experience.

Your efforts in enhancing the Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores reflect a commitment to excellence.

Working with a team of professionals, you will lead initiatives that maintain and elevate our standards, ensuring that the customer experience is not just a part of the journey but a memorable part of the story that begins on the ground.

Key Responsibilities:

  • Establish comprehensive engagement standards for hub and all global airports, encompassing Check-In, Lounges, Departures, and Arrival environments.
  • Formulate Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in collaboration with business owners for all ground service touchpoints.
  • 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.
  • 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.
  • Develop the customer journey mapping across all ground touch points and ensure it is regularly updated based on the agreed
  • Analyse data from Business Intelligence and Product Insights teams, as well as mystery shopper feedback, to develop products and services that surpass industry standards.
  • Collaborate with the hub and network stations customer experience management teams for a consistent customer experience at every interaction point across the journey.
  • Conduct regular thorough evaluations of airport and lounge amenities, ensuring they adhere to established quality benchmarks.
  • Participate in the development of customer experience specifications for new check-in areas, lounge constructions, refurbishments, and upgrades.
  • Foster synergy among various customer touchpoints, including ground services, lounges, onboard facilities, and digital platforms, to ensure a seamless and superior customer journey.
  • Guarantee a cohesive and high-standard customer experience at every touchpoint, aligned with the product and service language across all customer touch points.
  • Design customized experiences for different customer segments to enhance satisfaction and create a distinctive service.
  • Utilize technology in ground operations and lounge services to enhance the customer experience, in partnership with the Manager of Customer Experience Design – Digital.
  • 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.
  • Drive continuous improvements and innovations based on feedback from internal stakeholders and external customers.
  • Manage major product development projects, providing insights and recommendations on design and functional improvements.
  • Work with oneworld and partners alliance to ensure a smooth experience for customers transferring between airlines at the airport.

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