Qatar Airways
Senior Specialist – Customer Experience Design
- Permanent
- Doha, Qatar
- Experience 5 - 10 yrs
Job expiry date: 24/05/2026
Job overview
Date posted
09/04/2026
Location
Doha, Qatar
Salary
QAR 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Senior & Lead
Qualification
Bachelors degree
Expiration date
24/05/2026
Job description
Design and enhance onboard experiences across all cabin classes by leveraging customer insights, industry trends, and design thinking. Lead initiatives for product and service innovation, collaborating with operational, digital, and external teams to ensure a seamless, premium, customer-centric journey in alignment with Qatar Airways’ brand promise.
Required skills
Customer Experience (CX) strategy development
Onboard product and service design for aviation
Service design thinking and human-centric design methodologies
Industry benchmarking and competitor analysis
Data-driven insights analysis (CSAT, NPS, operational metrics)
Cross-functional stakeholder collaboration (cabin services, catering, digital, operations, external partners)
Project management and delivery coordination
Presentation and proposal development
Trial, audit, and service guideline implementation
Knowledge sharing and documentation
Key responsibilities
- Develop and implement human-centric onboard customer experience strategies across all cabins.
- Conduct industry benchmarking and competitive analysis to identify opportunities for service and product innovation.
- Analyse customer insights, CSATs, NPS, and operational data to inform design decisions.
- Lead onboard product and service improvement plans across the full customer journey.
- Support introduction and enhancement of onboard products and service concepts for First Class, Business Class, A380 lounges, and Economy.
- Collaborate with digital and technology teams to integrate innovative solutions into the onboard experience.
- Manage cross-functional projects ensuring alignment with timelines, quality standards, and business requirements.
- Prepare and present business cases, concepts, and proposals for new onboard offerings.
- Support trials, audits, surveys, manuals, and service guidelines to ensure consistent delivery across the network.
- Work with operational stakeholders to resolve onboard issues and maintain service standards.
- Document processes, share knowledge, and align ground, lounge, and onboard experiences.
Experience & skills
- Bachelor’s degree or equivalent with 6+ years of relevant experience in customer experience, service design, or product development.
- Experience in aviation, hospitality, or luxury service design preferred.
- Exposure to project management methodologies and cross-functional delivery.
- Experience as an international flight attendant or in luxury hospitality is an advantage.
- Strong analytical, organizational, and project management skills.
- Excellent stakeholder management, communication, and presentation skills.
- Customer-centric mindset with a passion for innovation and service excellence.
- Ability to manage multiple initiatives in a fast-paced environment.