Customer Experience Quality Specialist | Product Development & Design

Job Title: Customer Experience Quality Specialist | Product Development & DesignReference #: 229735Location: Qatar – DohaJob Family: Corporate & CommercialClosing Date: 31-Mar-2026At 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.About The RoleAs a Customer Experience Quality Specialist, you will play a pivotal role in safeguarding and elevating our 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.Your expertise will help shape strategic decisions, improve processes, and enhance customer satisfaction by rapidly adapting to evolving expectations. You will analyse key performance metrics such as NPS and customer ratings, maintain advanced reporting platforms, and collaborate with cross‑functional teams to bridge design, operations, and training.ResponsibilitiesConduct comprehensive audits of the entire customer journey—digital and physical—acting as a mystery shopper to uncover actionable insights.Evaluate all customer touchpoints, including mobile apps, websites, live chat, bots, social media, and airport facilities, identifying opportunities to enhance engagement and satisfaction.Analyze customer feedback, NPS dashboards, and industry trends to inform strategic improvements and maintain Qatar Airways’ competitive edge.Collaborate with cross‑functional teams to bridge design, operations, and training, ensuring seamless implementation of service enhancements.Develop and maintain advanced reporting platforms that deliver clear, data‑driven insights for leadership decision‑making.Contribute to the evolution of customer journey design, engagement standards, and KPIs across ground, digital, and inflight experiences.QualificationsDiploma/Bachelor’s degree or equivalent with a minimum of 5+ years of experience leading end‑to‑end customer experience quality audits for digital, product, service design and/or operations in luxury hospitality, Michelin Star and/or high‑end restaurants, cruise liners and/or full‑service airlines.Intermediate to advanced skills in MS Office and visualization tools such as Power BI, Pisano, Qualtrics.Experience in a customer‑facing role with supervisory responsibilities.Excellent understanding of customer experience and ability to interpret complex data and translate insights into actionable recommendations.Exceptional communication and collaboration skills to influence stakeholders and drive change.Proactive mindset, attention to detail, and commitment to maintaining the highest standards of excellence.Strong understanding of digital platforms, customer engagement strategies, and emerging trends.About Qatar Airways GroupOur 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.How To ApplyIf you’re ready to join a progressive team and have a challenging and rewarding career, 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#J-18808-Ljbffr