About the role
Responsible for supporting the line manager in identifying and capturing business objectives related to Customer Experience projects as well as business processes improvements pertaining to Customer Journey. Also, responsible to assist line manager in the business process analysis and Customer Experience quality enhancements. Responsible to prepare, organize, monitor and track the project deliverables and outcomes including preparation of preliminary reports in relation to schedule resources and timelines.
Key accountabilities include:
▪ Assist line manager in preparation of materials, documents and presentation required for the implementation of Customer Experience projects and initiatives. Liaise with respective stakeholders and assist the team in preparation and implementation.
▪ Take responsibility in the documentation, communication and roll out of Customer Experience projects including assessment of existing procedures for potential enhancement.
▪ Assist line manager in arranging for necessary trainings for ongoing projects by coordinated with all stakeholders and following up/tracking progress made periodically.
▪ Liaise effectively with relevant entities and departments in order to secure special arrangements to minimize customer complaints and enhance the level of customer services rendered to QR passengers at various touch points.
▪ Deal with Customer pain points by identifying problem areas, provide quick corrective actions and service recovery options if applicable. Investigate and action all operational discrepancies and complaints received from concerned departments and recommend course of action to respective Line Manager.
▪ Create surveys and reports to provide timely insights and analytics by highlighting the pain points identified and support effective business decision-making.
▪ Prepare and maintain monthly reports and analysis to track performance of ongoing CX initiatives to support strategic and tactical adjustments. Submit project status and progress report.
▪ Play an active role in communicating, coordinating and implementing plans of special improvement projects which are geared towards improving the overall performance of Customer Experience at airports and 3rd Party lounges.
▪ Raise red flags to Management wherever a business process needs correction to ensure a seamless Customer Experience.
▪ Perform other department duties related to his / her position as directed by the Head of the 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.
About you
The successful candidate will have the following qualifications and skills:
▪ Relevant College or University qualification
▪ Minimum 4 years relevant experience
▪ Work experience in an Ground Services
▪ Excellent knowledge of Microsoft Excel and Powerpoint.
▪ Project Management Experience.
▪ Lean Six Sigma Certification.
▪ Excellent command of the English language.
▪ Ability to create reports and presentations that communicate and track the progress of Customer Experience projects to management level.
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.