Customer Experience Web Specialist

The air cargo industry is in an accelerated phase of change and transformation. From digitalizing the end-to-end value chain, to fortifying a true e-commerce experience, to the launch of digital freight marketplaces, and much more.  As the world's largest global air cargo carrier, Qatar Airways Cargo is leading this change. 

To support our vision, we are looking for talents – the bold, the imaginative and the change-maker. All of who will support Qatar Airways Cargo's position as a true leader in the air freight industry. If you want to make an impact, to grow your experience and to challenge your comfort zone, then join us at Qatar Airways Cargo and be part of our passionate team.

As the business expands, we are pleased to announce an incredibly exciting opportunity to be part of Qatar Airways Cargo's Customer Experience Team in Doha as a Customer Experience Web Specialist.

About the role 

In this role, you will be responsible for helping deliver and manage success of the key digital web product(s). You will work closely with all departments and service delivery units to identify business objectives, digital product requirements across the entire cargo journey, and champion the strategy for on-going success of these digital web products.

Responsible for the measurement of key processes to enhance the quality of digital service being delivered to the customer.

As part of your role, your responsibilities will be inclusive of, but not limited to the following:

•    Championing the onboarding, change management, demos and training of customers or users on the various digital platforms

•    Develop communications and other training content for the various digital platforms for internal and external audiences – in collaboration with marketing and product team     leadership

•    Analyze and report on trends realized from the feedback that pertain to Cargo products, content, competitors and provide feedback internally to management.

•    Identify gaps from user feedback by liaising with relevant departments such as Sales, operations, network planning and RM to fill these gaps through process improvement techniques for Customer Experience programs.

•    Support the customer centric business units in cross utilization of customer information, to identify use cases such as standardized booking that will improve the overall customer experience.

•    Conduct business workshops to review process, and to formulate business process improvement for business units using information across cargo life cycle.

•    Prepare business requirements for future digital product phases covering use cases with process flow/functional requirements for utilization within the various Cargo departments.

•    Conduct business requirements workshops to help document current processes, user stories, as well as define new required enhancements for the various digital products.

•    Lead the User Acceptance Testing and ensure quality releases into production.

•    Review digital solutions proposed by delivery teams and ensure scalable & agile solutions as part of signoff.

•    Play the role of Product Owner for specific digital web solutions – manage its day-to-day delivery and roadmap updates

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.

About you

•    Bachelor's degree or equivalent 

•    Logistics and Transportation background/previous work experience 

•    Expert understanding of the enterprise digital products and the resulting impacts on system and procedural requirements with regards to Customer Experience

•    Proven knowledge of web technologies 

•    Experience with handling onboarding, training, demos with different audiences

•    Proven skills for business analysis and process reverse engineering skills in Cargo Industry

•    Excellent skills in creating reports, presentations that communicate and track the progress of Customer Experience projects to management level

•    Project management essentials

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

If you're ready to join a progressive team and have a challenging and rewarding career, then apply now by uploading your CV and completing our quick application form.