Customer Experience Engagement Manager | Product Development and Design
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Qatar Airways seeks a Customer Experience Engagement Manager to lead CX transformation initiatives across the passenger journey. The role involves developing alignment frameworks, managing cross-functional engagement, and ensuring consistent customer experience from pre-departure to post-flight.
Key Skills for This Role
Responsibilities
- Lead development of CX transformation frameworks including customer communication strategy, connected journey strategy, and personalisation strategy
- Manage cross functional engagement process to align on CX transformation priorities
- Act as primary relationship manager for CX alignment across functions
- Develop and maintain customer communication strategy from a CX perspective
- Support development of connected journey strategy and personalisation strategy
- Prepare executive communications, steering committee materials, and cross functional alignment documentation
Requirements
- Bachelor's Degree in Business, Communications, Hospitality, or related discipline
- Minimum 6 years of experience in customer experience, transformation programme management, or cross functional engagement in a complex, premium environment
- Proven experience managing cross functional CX or transformation initiatives
- Strong written and verbal communication skills
- Experience developing customer facing strategy frameworks
- Strong stakeholder management and facilitation skills
Full Job Posting
General Information
- Ref #2600008A
- Location: Qatar Doha
- Job family: Corporate & Commercial
- Closing Date: 2026 07 31
Description
- 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.
About The Role
- As CX Engagement Manager, you will lead development and alignment of customer experience transformation initiatives across the organisation.
- You will own key CX alignment frameworks including customer communication strategy, connected journey strategy, and personalisation strategy.
CX Transformation and Alignment
- Lead development of key CX transformation frameworks on behalf of the Senior Manager.
- Manage cross functional engagement process to align on CX transformation priorities.
- Draw on research and insight from PDD Research and Strategy function.
- Act as primary relationship manager for CX alignment across functions.
Customer Communication and Journey Strategy
- Develop and maintain Qatar Airways' customer communication strategy from a CX perspective.
- Support development of connected journey strategy.
- Contribute to personalisation strategy.
Engagement and Stakeholder Management
- Manage stakeholder engagement for CX initiatives.
- Support Senior Manager in preparing executive communications and steering committee materials.
- Monitor progress of CX transformation initiatives.
About You
- Bachelor's Degree in Business, Communications, Hospitality, or related discipline.
- Minimum 6 years of experience in customer experience, transformation programme management, or cross functional engagement in a complex, premium environment.
Essential
- Proven experience managing cross functional CX or transformation initiatives.
- Strong written and verbal communication skills.
- Experience developing customer facing strategy frameworks.
- Ability to draw on research and insight outputs.
- Strong stakeholder management and facilitation skills.
- Candidates from premium hospitality, luxury travel, CX transformation, or service design backgrounds are strongly encouraged to apply.
Preferred
- Familiarity with connected journey and personalisation frameworks in a premium consumer or travel context.
- Experience working alongside or within a service standards or product development function.
- Exposure to customer care strategy and its integration with the broader end to end passenger experience.
About Qatar Airways Group
- Our story started with four aircraft. Today, we deliver excellence across 12 different businesses.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Qatar Airways
Cargo Operations Manager - Riyadh
Riyadh, KSA
Qatar Airways is recruiting a Cargo Operations Manager based in Riyadh to oversee smooth cargo operations, manage ground handling activities, and ensure compliance with regulations. The role requires strong experience in
Licensed Aircraft Engineer Level II - Borescope Inspection (BSI)
Doha, QAT
Qatar Airways is hiring a Licensed Aircraft Engineer Level II for Borescope Inspection at its Doha facility. The role involves off-wing engine maintenance, borescope inspections, LRU build-up, and module removal/installa
Business Analyst - IT (Qatari Nationals Only)
Doha, QAT
Qatar Airways is looking for a Business Analyst - IT to manage business requirements and ensure IT solutions meet business objectives. The role involves requirements gathering, analysis, testing, and support. Requires a
Senior Manager - Compliance & Regulatory (Qatari Nationals Only)
Doha, QAT
Qatar Airways is looking for a Senior Manager Compliance to lead the development and enhancement of the group's compliance framework, covering ABC, AML, sanctions, and ethics. The role requires 10+ years of experience in
Manager Loyalty Insights
Doha, QAT
Qatar Airways is seeking a Manager Loyalty Insights to lead the Loyalty Insights strategy, driving member intelligence, analytics, and reporting for the Privilege Club. The role involves developing data products, transla
Senior Manager - Compliance & Regulatory (Qatari Nationals Only)
Doha, QAT
Qatar Airways is seeking a Senior Manager Compliance to lead the development and enhancement of the Group's compliance framework, covering Anti-Bribery, AML, Sanctions, and more. The role involves overseeing compliance a
Cargo Operations Manager - Riyadh
, KSA
Qatar Airways is recruiting a Cargo Operations Manager based in Riyadh to oversee smooth cargo operations, manage ground handling activities, and ensure compliance with regulations. The role requires strong experience in
Manager Loyalty Insights
Doha, QAT
Qatar Airways is seeking a Manager Loyalty Insights to lead the Loyalty Insights strategy and drive member intelligence, analytics, and reporting for the Privilege Club. The role involves translating complex data into co
Cargo Operations Manager - Riyadh
Riyadh, KSA
Licensed Aircraft Engineer Level II - Borescope Inspection (BSI)
Doha, QAT
Business Analyst - IT (Qatari Nationals Only)
Doha, QAT
Senior Manager - Compliance & Regulatory (Qatari Nationals Only)
Doha, QAT
Manager Loyalty Insights
Doha, QAT
Senior Manager - Compliance & Regulatory (Qatari Nationals Only)
Doha, QAT
Cargo Operations Manager - Riyadh
, KSA
Manager Loyalty Insights
Doha, QAT