Senior Manager Customer Experience Design – Qatar Airways

As a Senior Manager Customer Experience Design, you will be responsible to contribute to translating the airline’s vision into tangible and implementable product and service concepts for Qatar Airways across onboard and ground / lounge product and service areas. Research and create products and services that reflect QR’s brand values, and that provide a more personalized and integrated customer journey. Additionally, implement continuous improvement plans that safeguards Qatar Airways continuous commitment to enhanced customer experience.

Other key responsibilities are:

• Translate brand vision into service concepts. Develop signature service initiatives, structures and matrices to ensure Qatar Airways maintains its position as the leading global aviation brand.
• Responsible for the development and direction of research based design aimed at continuous improvement of current products and services and generating ideas for new experience concepts across all areas of the customer journey from Ground, lounges and on board.
• Champion customer experience excellence in all product and service offering onboard and all customer touch points.
• Support Senior Manager Culinary by contributing to design of food and beverage service concepts for all cabin classes & lounges to define meal uplift plans, food philosophy and service equipment definition.
• Working with operations team to establish engagement standards to ensure Qatar Airways experience proposition is maintained while at the same time being agile and adopted to different standards to establish operational efficiency.
• Define and develop all customer facing products for each cabin class while ensuring the service concepts & standards reflect guest demographics and profiles.
• Working with BI and other stakeholders to continuously be informed about the customer profiles, market trends and operational changes to drive service improvement.
• Contribute to the development of Qatar Airways digital experience across all aspects of the customer journey to reflect the appropriate look and feel, cohesiveness, meaningfulness, impactfulness and delivers commercial benefits.
• Be the custodian for building the end to end customer journey.
• Contribute to setting KPIs and MPS targets in collaboration with Vice President Customer Experience Design & Hospitality.

Operational

• Translate new service concepts into service processes, with consideration of the operational context such as aircraft type, hub & network lounge environment
• Lead the development of service standards procedures & processes.
• Champion collaboration between different operational departments to ensure aligned standards are delivered in operations.
• Build medium to long term service initiatives, planning, and ensure all operational teams are aligned, whereby concepts are trailed & tested, standards are established, and procedures are in place, and once implement – customer satisfaction is monitored for brand impact.
• Oversee cabin crew complement, market, F&B, hotel trends, and airline benchmarking, pushing all boundaries to achieve best in class status.
• Creating information that can be used by customer service teams to understand and embrace the Qatar Airways product and service concept so that we can better sell our product.
• Evaluate / Analyse CRM data to meet the expectations of our customers both scientifically as well as intuitively.
• Set and implement KPIs to drive continuous improvement plans such as mystery shopping, customer feedback, using data to drive insights.
• Ensure that products and services offered by Qatar Airways are aligned with the brand values and are of an appropriately high standard.
• Nurture a customer centric customer experience design team, to provide design lead thinking to onboard and ground / lounge services through brainstorming sessions, design reviews and design workshops.
• Ensure synergies between inflight and ground by managing all the relevant stakeholders and resolving and challenges.
• Convert product and service strategy into product and service development, create design briefs and project plans for Qatar Airways’ internal and external use.
• Anticipate development requirements and inform relevant business areas, to ensure deliver.
• Champion commercial and fiscal responsibility during decision.
• Developing Brand Partnerships to provide bespoke experiences for our customers.
• Identify areas for cost management, through continuous monitoring of the products and services.
• Ensure the continuous documentation of projects as a key management tool. Provide project status updates to management and other stakeholders, highlight and escalate any associated risks.

Qualifications

About You

• Min. Bachelors Degree or Equivalent
• 10+ years of experience in translating brand vision into tangible and implementable product & service concept at major international airline.
• Proven experience of Customer Experience Design at a major international airline.
• Advanced level of understanding of hospitality process, procedures & standards.
• Advanced understanding of F&B and onboard services.
• Experience developing inspirational, elegant and successful products for airlines, hotels and other hospitality companies.
• Advanced level of understand of customer experience & customer journeys
• Excellent ability to communicate and translate vision into concepts & contexts.