Customer Experience Quality Specialist

Job title
- Customer Experience Quality Specialist
- Ref #
- 222779
- Location
- Qatar - Doha
- Job family
- Not Specified
- Closing date: 01-Aug-2025

**About the role**

Welcome to a world where ambitions fly high

Some of the tasks include the following:

- Carry out end to end customer experience quality monitoring audits. Discreetly gather insights on various aspects of customer journey.
- Test all digital systems where customer interacts with the brand, including, but not limited to mobile apps, website, live chat, bots, pop ups and social media. Identify opportunities and propose enhancements to increase and ease customer connection and satisfaction.
- Responsible for understanding current customer proposition, feedback, industry standards, expectations and emerging trends through research, and use this to drive improved customer experience.
- Interact with employees and online platforms on all customer touch points to monitor and gauge customer service.
- Evaluate all ground experience touch points at base and in outstations and build on competitor research to further enhance Qatar's proposition.
- Review and evaluate relevant airport facilities and services in order to enhance the customer experience for all areas.
- Contribute to development of customer journey design, engagement standards and KPl 's for all customer experience touch points for airport, ground, digital and inflight experience.
- Perform other department related duties as directed by Line Manager or Head of Department.

**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**:
**About you**

We are looking for a passionate and dynamic professional to join the Product Development and Design.
- High School, Diploma, Bachelor’s Degree, or equivalent with a minimum of 5+ years of experience leading end-to-end customer experience quality audits across digital, product, service design, and/or operations—preferably in luxury hospitality or full-service airline environments.
- Proven management experience, driving performance improvements across customer experience initiatives.
- Strong stakeholder management skills with a track record of delivering service insight reporting and strategic recommendations aligned with luxury/premium customer expectations.
- Deep understanding of industry trends, competitor benchmarking, and evolving standards in premium service environments.
- Excellent written reporting, attention to detail, and communication skills, with the ability to influence at senior levels.
- Advanced proficiency in Microsoft Office and data visualization tools such as Power BI or equivalent platforms.

**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**

**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.