Manager Customer Experience Strategy and Excellence | Product Development and Design
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Key skills for this role
About the Role
Qatar Airways is seeking a Manager of CX Strategy and Excellence to lead the strategic and analytical core of the Customer Experience Design team. The role involves developing service standards frameworks, performance tools, and analytical outputs to ensure a world-class passenger journey.
Key Skills for This Role
Responsibilities
- Develop and maintain strategic frameworks for inflight service standards and end to end journey alignment
- Work in alignment with Research and Strategy function to translate intelligence into CX specific frameworks
- Develop and maintain CX performance framework including KPIs and reporting structures
- Lead continuous improvement process for inflight service standards
- Manage analytical outputs of 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, service standards development, or customer experience excellence in a premium or complex multi touchpoint environment
- Strong analytical skills with ability to apply research and insight outputs to develop CX frameworks
- Experience developing and maintaining performance frameworks, KPIs, and service measurement methodologies
- Excellent written communication skills
- Strong project coordination and organizational skills
Full Job Posting
General Information
- Qatar Airways' Product Development and Design division is responsible for onboard product areas.
- The Customer Experience Design function champions the consistency and quality of the entire passenger journey.
Key Responsibilities
- Develop and maintain strategic frameworks for inflight service standards and end to end journey alignment.
- Work in structured alignment with Senior Manager, Research and Strategy to translate research into CX frameworks.
- Feed CX performance data and journey insight back into 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 mystery shopping programme.
- Monitor industry trends in customer experience and service design.
- Coordinate CX team's workplan and delivery calendar.
- Build effective working relationships with Research and Strategy function.
Qualifications
- 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, service standards development, or customer experience excellence in a premium or complex multi touchpoint environment.
- Strong analytical skills with ability to apply research and insight outputs to develop CX frameworks.
- Experience developing and maintaining performance frameworks, KPIs, and service measurement methodologies.
- Demonstrated ability to work in close alignment with research and insight functions.
- Excellent written communication skills.
- Strong project coordination and organizational skills.
- Candidates from premium hospitality, luxury travel, service design, or consumer experience backgrounds are strongly encouraged to apply.
Preferred Qualifications
- Experience working within or alongside a service standards or product development function.
- Familiarity with mystery shopping data analysis and service audit methodologies.
- Exposure to journey mapping tools and customer experience design frameworks.
- Experience contributing to or working alongside a centralized research and insight function.
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