Senior Manager, Customer Journey Design and Standards | Product Development and Design
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Key skills for this role
About the Role
Qatar Airways seeks a Senior Manager to lead inflight service standards and end-to-end customer journey alignment. You will define service delivery frameworks, map the full passenger experience, and drive cross-functional consistency.
Key Skills for This Role
Responsibilities
- Own, develop, and evolve Qatar Airways' inflight service standards across all cabin classes
- Define the service delivery framework for onboard crew
- Own the end to end customer journey map and champion consistency across all touchpoints
- Establish cross functional alignment processes for journey improvements
- Work in alignment with Research and Strategy to ground standards in evidence
- Define and own the CX performance framework including KPIs and reporting
- Oversee the mystery shopping programme covering the full passenger journey
- Lead, develop, and inspire the Customer Experience Design team
Requirements
- Bachelor's Degree in Hospitality Management, Service Design, Business, or related discipline
- Minimum 10 years of progressive experience in customer experience design, service standards, or passenger/guest experience leadership
- Proven experience owning and developing service standards in a premium or luxury environment
- Deep understanding of end to end customer journey design
- Demonstrated ability to influence across functions without direct authority
- Experience leading or overseeing mystery shopping or service audit programs
- Strong strategic thinking and communication skills
- Experience leading teams in a cross functional environment
Full Job Posting
General Information
- Ref #26000088
- Location: Qatar Doha
- Job family: Corporate & Commercial
- Closing Date: 2026 07 31
Description
- Qatar Airways' Product Development and Design division designs onboard products; Customer Experience Design champions the entire passenger journey.
- The role leads the function that sets inflight service standards and ensures journey coherence.
About the Role
- Own, develop, and evolve inflight service standards across all cabin classes.
- Define the service delivery framework for onboard crew.
- Own the end to end customer journey map and champion consistency.
- Establish cross functional alignment processes.
- Work in alignment with Research and Strategy.
- Define and own the CX performance framework.
- Oversee the mystery shopping programme.
- Lead the Customer Experience Design team.
About You
- Bachelor's Degree in Hospitality Management, Service Design, Business, or related discipline.
- Minimum 10 years of progressive experience in CX design or service standards leadership.
- Proven experience in premium/luxury service standards.
- Deep understanding of end to end customer journey design.
- Ability to influence without authority.
- Experience with mystery shopping or service audit.
- Strong strategic thinking and communication skills.
- Team leadership experience.
Be part of an extraordinary story
- Infinite opportunities to grow and work on rewarding challenges.
- 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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