Senior Specialist Cust. Experience Design-Onboard | Product Development & Design

General Information

Qatar-Doha

Description

About The Role

• As a **Senior Specialist Customer Experience Design – Onboard**, you will support the development and delivery of innovative onboard service and product strategies across all cabins and flight types.
• Using design thinking, customer insights, and industry benchmarking, you will help define, enhance, and implement onboard experiences that consistently exceed customer expectations.
• You will collaborate closely with cross‑functional stakeholders including cabin services, catering, digital, operations, and external partners to ensure a seamless, customer‑centric journey that aligns with Qatar Airways’ premium brand promise.
• As part of your role, your responsibilities will be inclusive of, but not limited to the following:
• Contribute to the development and implementation of human‑centric onboard customer experience strategies across all cabins and hauls, aligned with Qatar Airways’ vision and service standards.
• Conduct industry benchmarking and competitive analysis across airlines, hospitality, and luxury service brands to identify opportunities for continuous improvement.
• Analyse customer insights, operational data, CSATs, NPS, and onboard audit results to inform product and service innovation.
• Lead and manage onboard product and service improvement plans across the full customer journey.
• Support the introduction and enhancement of onboard products and service concepts for First Class, Business Class, Airbus A380 lounges, and Economy Class.
• Collaborate with digital and technology teams to leverage innovation and enhance the onboard customer experience.
• Manage and support cross‑functional projects, ensuring alignment with business requirements, timelines, and quality standards.
• Prepare and present business cases, concepts, and proposals for new onboard products, services, and enhancements.
• Support trials, audits, surveys, manuals, and service guidelines to ensure consistent delivery across the network.
• Work closely with operational stakeholders to resolve onboard issues and maintain product and service standards.
• Contribute to knowledge sharing, documentation, and seamless alignment between ground, lounge, and onboard experiences.
• Perform other department‑related duties as directed by the Line Manager or Head of Department.
• Be part of an extraordinary story
• Your skills.
• Your imagination.
• Your ambition.
• Here, there are no boundaries to your potential and the impact you can make.
• You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience.
• You have the chance to be a part of our future, and build the life you want while being part of an international community.
• Our best is here and still to come.
• To us, impossible is only a challenge.
• Join us as we dare to achieve what’s never been done before.
• Together, everything is possible.

About You

• To be successful in this role, you will bring the following:
• Bachelor’s degree or equivalent with 6+ years of experience in customer experience, service design, product development, or a related field.
• Experience in product and service design, preferably within aviation, hospitality, or luxury service environments.
• Exposure to project management methodologies and cross functional delivery
• Experience as an international flight attendant or in luxury hospitality is an advantage
• Strong presentation, communication (written and verbal), and stakeholder management skills
• Customer centric mindset with a passion for innovation and service excellence
• Strong analytical, organisational, and project management skills
• Ability to manage multiple initiatives and deliver outcomes in a fast paced environment

About Qatar Airways Group

How To Apply