Ground Experience Specialist

Job title
- Ground Experience Specialist - Ground Services Management
- Ref #
- 250000FX
- Location
- Qatar - Doha
- Job family
- Cargo & Airport Operations
- Closing date: 04-Aug-2025

**Ab**out the role**:
We are currently recruiting for **Ground Experience Specialist**within** Ground Services Management** in Doha.

**Specific responsibilities include**:

- Assist line manager in preparation of materials, documents and presentation required for the implementation of Customer Experience projects and initiatives. Liaise with respective stakeholders and assist the team in preparation and implementation.
- Take responsibility in the documentation, communication and roll out of Customer Experience projects including assessment of existing procedures for potential enhancement.
- Assist line manager in arranging for necessary trainings for ongoing projects by coordinated with all stakeholders and following up/tracking progress made periodically.
- Deal with Customer pain points by identifying problem areas, provide quick corrective actions and service recovery options if applicable.
- Investigate and action all operational discrepancies and complaints received from concerned departments and recommend course of action to respective Line Manager.
- Collaborate with relevant stakeholders to create and implement Customer Experience surveys and other operational surveys as and when required.
- Extract and analyze data captured from customer surveys and create reports to management to identify customer satisfaction levels, trends, gaps as well as opportunities for improvement.
- Prepare and maintain monthly reports and analysis to track performance of ongoing CX initiative to support strategic and tactical adjustments. Submit project status and progress report.
- Play an active role in communicating, coordinating and implementing plans of special improvement projects which are geared towards improving the overall performance of Customer Experience at airports and 3rd Party lounges.
- Identify Trends and raise red flags to Management wherever a business process needs correction to ensure a seamless Customer Experience.
- Perform other department duties related to his / her position as directed by the Head of the 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.

**Qualifications**:
**About you**:

- High School Qualification / Vocational Qualification /Diploma with Minimum 5 years of job -related experience
- Or_
- Bachelor’s Degree or Equivalent with Minimum 4 years of job-related experience.
- Relevant experience in Airport/airline Operations.
- In-depth knowledge on Customer experience
- Excellent English written and communication skills

**Job Specific Skills**:

- Proficient in creating impactful reports and presentations for executive-level communication.
- Demonstrated ability to manage and advance multiple projects concurrently.
- Strong analytical and practical problem-solving capabilities.
- Professional experience in Microsoft Office tools (including Excel, and PowerPoint).
- Excellent interpersonal and relationship-building skills with key decision-makers.

**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.