Customer Experience Engagement Manager | Product Development and Design
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Key skills for this role
About the Role
Qatar Airways seeks a Customer Experience Engagement Manager to lead CX transformation initiatives across the organization. The role involves developing alignment frameworks, managing stakeholder engagement, and ensuring coherent passenger experiences.
Key Skills for This Role
Responsibilities
- Lead the development of key CX transformation frameworks on behalf of the Senior Manager, including customer communication strategy, connected journey strategy, personalisation strategy, and customer care alignment
- Manage the cross functional engagement process that brings together owners of different journey touchpoints to align on CX transformation priorities, ensuring outcomes are documented, followed up, and tracked through to implementation
- Draw on research, insight, and strategic intelligence from the PDD Research and Strategy function to ensure transformation frameworks are evidence based and aligned with the division's strategic direction
- Act as the primary relationship manager for CX alignment across functions including ground operations, lounge management, cabin crew, digital, and commercial teams
- Develop and maintain Qatar Airways' customer communication strategy from a CX perspective, ensuring that communications across the full passenger journey are consistent, coherent, and aligned with brand and service standards
- Support the development of the connected journey strategy, working with digital, IFEC, and commercial teams to ensure the passenger experience across physical and digital touchpoints is coherent and complementary
- Contribute to the personalisation strategy, ensuring customer facing teams and functions have a clear framework for how personalisation should be delivered consistently across the full journey
- Manage stakeholder engagement for CX initiatives, preparing briefing materials, facilitating workshops, and maintaining momentum across complex, multi function programmes
- Support the Senior Manager in preparing executive communications, steering committee materials, and cross functional alignment documentation
- Monitor the progress of CX transformation initiatives, tracking adoption, identifying barriers, and escalating risks or issues to the Senior Manager in a structured and timely manner
Requirements
- Bachelor's Degree in Business, Communications, Hospitality, or a 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, with a track record of landing complex programmes across multiple stakeholder groups
- Strong written and verbal communication skills, with the ability to translate complex strategic concepts into clear, compelling communications for diverse audiences
- Experience developing customer facing strategy frameworks including communication strategy, journey strategy, or personalisation in a premium or complex multi touchpoint environment covering multiple journey stages
- Ability to draw on research and insight outputs to ground transformation frameworks in evidence, working effectively with centralised research and strategy functions
- Strong stakeholder management and facilitation skills, with the ability to build relationships and drive alignment across functions without direct authority
- Candidates from premium hospitality, luxury travel, CX transformation, or service design backgrounds are strongly encouraged to apply
Full Job Posting
Description
- At Qatar Airways, the passenger experience spans every moment of the journey.
- The Customer Experience Design function champions the consistency, coherence, and quality of the entire passenger journey.
- As CX Engagement Manager, you will lead the development and alignment of Qatar Airways' customer experience transformation initiatives across the organisation.
Responsibilities
- Lead the development of key CX transformation frameworks on behalf of the Senior Manager, including customer communication strategy, connected journey strategy, personalisation strategy, and customer care alignment
- Manage the cross functional engagement process that brings together owners of different journey touchpoints to align on CX transformation priorities
- Draw on research, insight, and strategic intelligence from the PDD Research and Strategy function to ensure transformation frameworks are evidence based
- Act as the primary relationship manager for CX alignment across functions including ground operations, lounge management, cabin crew, digital, and commercial teams
- Develop and maintain Qatar Airways' customer communication strategy from a CX perspective
- Support the development of the connected journey strategy
- Contribute to the personalisation strategy
- Manage stakeholder engagement for CX initiatives
- Support the Senior Manager in preparing executive communications
- Monitor the progress of CX transformation initiatives
About You
- Bachelor's Degree in Business, Communications, Hospitality, or a 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 including communication strategy, journey strategy, or personalisation.
- Ability to draw on research and insight outputs to ground transformation frameworks in evidence.
- 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.
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