Manager Customer Experience Strategy and Excellence | Product Development and Design
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Key skills for this role
About the Role
Qatar Airways seeks a Manager of CX Strategy and Excellence to develop strategic frameworks, performance tools, and analytical outputs for the Customer Experience Design team. You will translate research into CX frameworks and feed performance data back to the Research function.
Key Skills for This Role
Responsibilities
- Develop and maintain strategic frameworks for inflight service standards and journey alignment
- Work in alignment with Research and Strategy to translate research into CX specific frameworks
- Feed CX performance data and journey insight back into the Research and Strategy function
- Support Senior Manager in developing strategic papers and executive presentations
- Develop and maintain CX performance framework including KPIs and reporting structures
- Lead continuous improvement process for inflight service standards
- Manage analytical outputs of the mystery shopping programme
- Coordinate CX team's workplan and delivery calendar
Requirements
- Bachelor's Degree in Business, Hospitality, Service Design, or related discipline
- Minimum 7 years of experience in customer experience strategy, service standards development, or closely related discipline
- Proven experience in CX strategy or service standards in a premium or complex multi touchpoint environment
- Strong analytical skills with ability to apply research outputs to develop CX frameworks
- Experience developing and maintaining performance frameworks, KPIs, and service measurement methodologies
- Excellent written communication skills
- Strong project coordination and organisational skills
Full Job Posting
General Information
- Ref #26000089
- Location: Qatar Doha
- Job family: Corporate & Commercial
- Closing Date: 2026 07 31
Description
- Qatar Airways' Customer Experience Design function champions consistency across the passenger journey.
- The Manager, CX Strategy and Excellence is the strategic and analytical core of the CX team.
About the Role
- Develop and maintain strategic frameworks for service standards and journey alignment.
- Work in alignment with Research and Strategy to translate research into CX frameworks.
- Feed CX performance data back to Research and Strategy.
- Support Senior Manager with strategic papers and presentations.
- Develop and maintain CX performance framework with KPIs.
- Lead continuous improvement for inflight service standards.
- Manage analytical outputs of mystery shopping programme.
- Coordinate CX team's workplan and delivery calendar.
About You
- Bachelor's Degree in Business, Hospitality, Service Design, or related.
- Minimum 7 years of experience in CX strategy or service standards.
- Proven experience in CX strategy in premium environment.
- Strong analytical skills to apply research outputs.
- Experience developing performance frameworks and KPIs.
- Excellent written communication skills.
- Strong project coordination skills.
Be part of an extraordinary story
- Infinite opportunities to grow.
- Be part of an international community.
- Dare to achieve what's never been done before.
How to apply
- Apply by uploading CV and completing quick application form.
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