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

About This Role

General Information

Ref # 232803 Location Qatar-Doha Job family Corporate & Commercial

• Closing Date: 2026-04-30

Description

At Qatar Airways, we design world-class onboard experiences that redefine premium travel. From concept to launch, our Product Development and Design (PDD) team partners with industry leaders to create service and product innovations that set global benchmarks for customer experience.

If you are passionate about innovation, customer experience, technology, and design, this is your chance to make a lasting impact in the aviation industry.

Join our Product Development and Design Team that transforms ideas into reality and shape the future of airline experiences!

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.

Qualification

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

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 by the 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 our quick application form.

https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&job=232803