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 passenger experience, and drive cross-functional coherence.
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
- Work in close partnership with cabin crew operations and training functions to ensure standards are adopted
- Lead regular review and audit of inflight service standards using mystery shopping data and passenger feedback
- Own the end to end customer journey map for Qatar Airways
- Champion journey consistency and coherence across all Qatar Airways Group touchpoints
- Establish a structured cross functional alignment process
- Work in structured alignment with the Senior Manager, Research and Strategy
- Define and own the CX performance framework for inflight service standards
- 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 and align across functions without direct operational authority
- Experience leading or overseeing mystery shopping, service audit, or CX measurement programmes
- Strong strategic thinking skills
- Experience leading teams in a complex, cross functional environment
- Excellent written and verbal communication skills
- Master's degree or professional qualification in customer experience, service design, or related field (advantageous)
Full Job Posting
General Information
- Ref #26000088
- 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 Senior Manager, Customer Journey Design and Standards, you will lead one of the most strategically significant functions within Qatar Airways' Product Development and Design division.
- Your first mandate is ownership of Qatar Airways' inflight service standards.
- Your second mandate is to champion the consistency and coherence of the end to end customer journey across all Qatar Airways Group touchpoints.
Inflight Service Standards
- Own, develop, and continuously evolve Qatar Airways' inflight service standards across all cabin classes.
- Define the service delivery framework for onboard crew.
- Work in close partnership with cabin crew operations and training functions.
- Ensure inflight service standards evolve in step with product changes.
- Lead regular review and audit of inflight service standards.
Customer Journey Mapping and Alignment
- Own the end to end customer journey map for Qatar Airways.
- Champion journey consistency and coherence across all Qatar Airways Group touchpoints.
- Establish a structured cross functional alignment process.
- Work in alignment with IFEC and digital teams.
- Provide the organisation with a clear, evidence based view of passenger experience performance.
Research Alignment and CX Intelligence
- Work in structured alignment with the Senior Manager, Research and Strategy.
- Contribute CX performance data, mystery shopping outputs, and journey insight.
- Draw on market intelligence, competitive benchmarking, and passenger research.
- Collaborate on shared performance frameworks and KPIs.
CX Strategy and Performance
- Define and own the CX performance framework for inflight service standards.
- Oversee the mystery shopping programme.
- Lead development of CX transformation initiatives.
- Monitor industry trends and competitive benchmarking.
Cross functional Alignment and Stakeholder Leadership
- Act as the primary CX standards and journey alignment authority within PDD.
- Represent the passenger perspective in cross divisional forums.
- Build and maintain strong working relationships with Qatar Airways Group entities.
Team Leadership
- Lead, develop, and inspire the Customer Experience Design team.
- Build the function's reputation as the authoritative voice on passenger experience standards.
- Foster a team culture defined by passenger empathy and continuous improvement.
About You
- 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 and align across functions without direct operational authority.
- Experience working in alignment with research and insight functions.
- Experience leading or overseeing mystery shopping, service audit, or CX measurement programmes.
- Strong strategic thinking skills.
- Experience leading teams in a complex, cross functional environment.
- Excellent written and verbal communication skills.
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