Customer Experience Quality Specialist | Product Development & Design
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About This Role
General Information
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Qatar-Doha
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Description
At Qatar Airways, we craft cutting-edge inflight products, enhance passenger comfort, and drive innovation in aviation design.
From concept to launch, our Product Development and Design (PDD) Team collaborates with industry leaders to create products that set new standards in travel.
If you are passionate about innovation, customer experience, technology, and design, this is your chance to contribute and make a lasting impact in the aviation industry.
Join our Product Development and Design Team that transforms ideas into reality and shapes the future of airline experiences.
About The Role
As a
Customer Experience Quality Specialist
- , you will play a pivotal role in safeguarding and elevating service standards, ensuring that Qatar Airways remains the benchmark for excellence in global aviation.
- You will act as a trusted auditor and experience champion, conducting end-to-end evaluations of the customer journey—both digital and physical.
- From testing mobile apps, websites, and live chat platforms to assessing airport facilities and inflight services, you will uncover insights that drive innovation and operational excellence.
- You will analyze key performance metrics such as NPS and customer ratings, maintain reporting platforms, and collaborate with cross-functional teams to bridge design, operations, and training.
- Through benchmarking and trend analysis, you will help shape engagement standards, KPIs, and service propositions that keep Qatar Airways ahead of the curve.
- As a Customer Experience Quality Specialist, You Will
- Conduct comprehensive audits of the customer journey—digital and physical—acting as a mystery shopper to identify improvement opportunities.
- Evaluate customer touchpoints including apps, websites, live chat, social media, and airport facilities.
- Analyze customer feedback and NPS data to drive strategic improvements.
- Collaborate with cross-functional teams to implement service enhancements.
- Develop and maintain reporting platforms to support data-driven decision-making.
- Contribute to the evolution of customer journey design, engagement standards, and KPIs.
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 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
- A successful candidate should possess the following experience and qualifications:
- Diploma or Bachelor’s degree (or equivalent) with a minimum of 5+ years of experience leading end-to-end customer experience quality audits across digital, product, service design, or operations within luxury hospitality, Michelin-star or high-end restaurants, cruise liners, or full-service airlines.
- Intermediate to advanced proficiency in MS Office and visualization tools such as Power BI, Pisano, or Qualtrics.
- Experience in a customer-facing role, including supervisory responsibilities.
- Strong understanding of customer experience with the ability to interpret complex data and translate insights into actionable recommendations.
- Exceptional communication and collaboration skills to influence stakeholders and drive change.
- Proactive mindset with strong attention to detail and commitment to excellence.
- Strong understanding of digital platforms, customer engagement strategies, and emerging trends.
About Qatar Airways Group
Our story started with four aircraft.
Today, we deliver excellence across 12 different businesses coming together as one.
We’ve grown fast, broken records, and set trends that others follow.
We don’t slow down due to fear of failure.
Instead, we dare to achieve what’s never been done before.
So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story.
A story of spectacular growth and determination.
Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries and be part of a truly global community.
How To Apply
If you’re ready to join a progressive team and have a challenging and rewarding career, then apply now by uploading your CV and completing the application form.
https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang\=en&job\=229735
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