Job Description
Qatar Airways is seeking a Customer Experience Quality Specialist to safeguard and elevate service standards across digital and physical touchpoints. The role involves auditing the customer journey, evaluating mobile apps, websites, live chat platforms, inflight services, and airport facilities to identify opportunities for improvement.
The specialist will analyse KPIs, NPS dashboards, and customer feedback, develop advanced reporting platforms, and collaborate with cross-functional teams to enhance design, operations, and training. This position ensures Qatar Airways maintains its benchmark for service excellence while driving innovation in customer engagement.
Key Responsibilities
- Conduct comprehensive audits of the entire customer journey—digital and physical.
- Evaluate all customer touchpoints including mobile apps, websites, live chat, bots, social media, airport facilities, and inflight services.
- Analyze customer feedback, NPS dashboards, and industry trends to inform strategic improvements.
- Collaborate with design, operations, and training teams to implement service enhancements.
- Develop and maintain reporting platforms to deliver actionable insights to leadership.
- Contribute to the evolution of customer journey design, engagement standards, and KPIs across ground, digital, and inflight experiences.
- Perform other duties as directed by the Head of Department.
Qualifications
Essential:
- Diploma/Bachelor’s Degree or equivalent.
- Minimum 5+ years experience in leading end-to-end customer experience quality audits in luxury hospitality, Michelin Star/high-end restaurants, cruise liners, 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.
- Strong understanding of digital platforms, customer engagement strategies, and emerging trends.
- Excellent analytical skills with the ability to translate insights into actionable recommendations.
- Exceptional communication and collaboration skills to influence stakeholders and drive change.
- Proactive mindset, attention to detail, and commitment to high standards of excellence.
Required Skills
Trend analysis and competitor benchmarking.
Customer journey auditing and quality evaluation.
KPI and NPS analysis for service improvement.
Digital and physical touchpoint assessment.
Reporting and visualization tools proficiency (Power BI, Pisano, Qualtrics).
Strong stakeholder management and cross-functional collaboration.
