Manager Customer Experience Design - Onboard
Qatar Airways Location Doha, Qatar Category Corporate & Commercial Job Id 211034
Closing Date: 17-07-2024 JOB DESCRIPTION As a Manager Customer Experience Design - Onboard, you will be responsible to develop, evaluate, propose and continuously improve onboard products and services including implementation of corrective measures. Mentor specialist, trainers and front liners in their ability to contribute and support the delivery of meaningful experiences on all Qatar Airways flights. Develop and improve onboard experiences in order to streamline processes within the department. Partner with other managers within the department to guarantee seamless journey to the customers. Have extensive experience in creating and implementing award winning product and service strategies and presenting to C suite.
Other key responsibilities are:
Strategic
Develop award winning onboard product and services strategy that is in line with the departmental and organizational vision. Ensure experience is synergies between digital, ground, lounges and onboard at Qatar Airways. Build and prioritize an effective roadmap to support the product and service strategy. Assign resources to deliver the agreed roadmap. Determines customers' needs and desires by specifying the research needed to obtain market information. Partner with other Product Development and Design managers to frame cross-product strategy questions and drive strategy projects and initiatives flowing from that. Identify, prioritize, structure, and manage complex issues that drive product priorities. Develop product and service strategy for our partner airlines and act as a SME when implementing the change
Operational
Develop, design and implement innovative onboard product and services that are industry leading in all cabins and for all aircraft types, ensuring that are customer centric, crew friendly and route compatible. Research industry wide best practices and products by conducting competitor analysis (bench marking) of leading airlines and hotels, their in-flight/in-house Service Delivery and Design standards and make strategic decisions and amendments to Qatar Airways products for continuous improvement. Use operational data, customer insights and onboard audit reports to innovate throughout the product and service development. Identify and initiate continuous change and improvement based on feedback received from both internal and external customers. Work closely with Aircraft Interiors Team in order to ensure that the onboard experience requirements are taken into account when designing new cabins and galleys that are crew and customer centric. Liaise with Operational teams / Stakeholders in order to rectify issues faced onboard and ensure that delivery of products and services are maintained as per the required standards. Provide guidance and assistance during project implementations to operational teams when and where required. Define product and service specifications for new product and service development including new catering items or meal concepts.
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.
Qualifications
About You
We are looking for a passionate and experienced professional to join the Product Development & Design Team
Min. Bachelors Degree or Equivalent 8+ years of job-related experience Previous work experience in product development and service design Experience in managing large and complex projects across multiple stakeholders. Practical knowledge of Project Management tools. Advanced levels of interpersonal skills, excellent oral presentation and written skills Advanced levels of analytical and problem-solving skills Advanced levels of effective communication and presentation skills
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 are interested to submit your application and feel you are a good fit for this role, please complete our application form and upload your CV for our review and consideration.
