Customer Experience Brand Manager | Product Development and Design
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Key skills for this role
About the Role
Qatar Airways is seeking a CX Brand Manager to ensure brand experience consistency across all customer touchpoints of the passenger journey. The role involves defining brand experience standards, conducting audits, aligning communications, and collaborating cross-functionally.
Key Skills for This Role
Responsibilities
- Define and maintain Qatar Airways' brand experience standards for all customer facing touchpoints across the full passenger journey
- Conduct regular brand experience audits across all journey touchpoints, identifying inconsistencies and working collaboratively to resolve them
- Develop and maintain brand experience guidelines that are practical and usable by teams
- Review and align all customer facing communications from a brand experience perspective
- Draw on research and passenger insight to ensure brand experience standards remain competitive
- Build effective working relationships across functions to drive brand experience consistency
Requirements
- Bachelor's Degree in Brand Management, Communications, Design, Hospitality, or a related discipline
- Minimum 6 years of experience in brand experience management, customer communications, or CX brand alignment in a premium or luxury environment
- Proven experience managing brand experience consistency across multiple customer facing touchpoints and journey stages
- Strong understanding of brand voice, visual identity standards, and practical application of brand guidelines
- Experience auditing and aligning customer facing communications from a brand experience perspective
- Excellent written communication skills with a sharp editorial eye
- Strong relationship building and influencing skills
Full Job Posting
General Information
- At Qatar Airways, the passenger experience spans every moment of the journey. The Customer Experience Design function champions consistency, coherence, and quality of the entire passenger journey.
Brand Experience Standards
- Define and maintain Qatar Airways' brand experience standards for all customer facing touchpoints across the full passenger journey
- Conduct regular brand experience audits across all journey touchpoints, identifying inconsistencies and working collaboratively to resolve them
- Develop and maintain brand experience guidelines that are practical, accessible, and usable
- Ensure brand experience standards reflect the onboard product that PDD designs and develops
CX Communications Consistency
- Review and align all customer facing communications across the full passenger journey from a brand experience perspective
- Work with the CX Engagement Manager to ensure CX transformation initiatives are communicated consistently
- Partner with corporate communications, marketing, and digital teams to ensure brand experience standards are applied consistently
Research Alignment and Intelligence
- Draw on research, passenger insight, and competitive benchmarking to ensure brand experience standards remain relevant
- Contribute brand experience audit findings and insights to the Research and Strategy function
Cross functional Brand Alignment
- Build effective working relationships across the organisation with all functions that produce or influence customer facing communications
- Support the Senior Manager in ensuring new product introductions and service standard changes are reflected consistently
- Monitor industry trends and best practice in brand experience management
About You
- Bachelor's Degree in Brand Management, Communications, Design, Hospitality, or a related discipline
- Minimum 6 years of experience in brand experience management, customer communications, or CX brand alignment in a premium or luxury environment
Essential
- Proven experience managing brand experience consistency across multiple customer facing touchpoints and journey stages
- Strong understanding of brand voice, visual identity standards, and practical application of brand guidelines
- Experience auditing and aligning customer facing communications from a brand experience perspective
- Ability to draw on research and insight outputs from a centralised research function
- Excellent written communication skills with a sharp editorial eye
- Strong relationship building and influencing skills
Preferred
- Experience working within or alongside a customer experience or service standards function
- Familiarity with airline or premium travel brand standards
- Exposure to digital brand experience and alignment of physical and digital brand touchpoints
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