Customer Experience Quality Specialist

Customer Experience Quality Specialist

Posted today

At Qatar Airways, we craft cutting‑edge inflight products, enhance passenger comfort, and drive innovation in aviation design.
From concept to launch, our Product Development and Design (PDD) Team collaborates with industry leaders to create products that set new standards in travel.
If you are passionate about innovation, customer experience, technology, and design, this is your chance to contribute and make a lasting impact in the aviation industry.
Join our Product Development and Design Team that transforms ideas into reality and shape the future of airline experiences.

About the Role

As a Customer Experience Quality Specialist, you will play a pivotal role in safeguarding and elevating our service standards, ensuring that Qatar Airways remains the benchmark for excellence in global aviation.
You will act as a trusted auditor and experience champion, conducting end‑to‑end evaluations of the customer journey—both digital and physical. From testing mobile apps, websites, and live chat platforms to assessing airport facilities and inflight services, you will uncover insights that drive innovation and operational excellence. Your expertise will help shape strategic decisions, improve processes, and enhance customer satisfaction by rapidly adapting to evolving expectations.
You will analyse key performance metrics such as NPS and customer ratings, maintain advanced reporting platforms, and collaborate with cross‑functional teams to bridge design, operations, and training. Through competitor benchmarking and trend analysis, you will influence the development of engagement standards, KPIs, and service propositions that keep Qatar Airways ahead of the curve.

As a Customer Experience Quality Specialist, you will:

• Conduct comprehensive audits of the entire customer journey—digital and physical—acting as a mystery shopper to uncover actionable insights.
• Evaluate all customer touchpoints, including mobile apps, websites, live chat, bots, social media, and airport facilities, identifying opportunities to enhance engagement and satisfaction.
• Analyze customer feedback, NPS dashboards, and industry trends to inform strategic improvements and maintain Qatar Airways’ competitive edge.
• Collaborate with cross‑functional teams to bridge design, operations, and training, ensuring seamless implementation of service enhancements.
• Develop and maintain advanced reporting platforms that deliver clear, data‑driven insights for leadership decision‑making.
• Contribute to the evolution of customer journey design, engagement standards, and KPIs across ground, digital, and inflight experiences.

• Diploma/Bachelor’s degree or Equivalent with minimum 5+ years of experience of leading end‑to‑end customer experience quality audits for digital, product, service design and / or operations in luxury hospitality, Michelin Star and / or high‑end restaurants, cruise liners and / or full‑service airline.
• Intermediate to advanced skill in MS Office and visualization tools such as Power BI, Pisano, Qualtrics
• Experience in a customer facing role with experience in a supervisory role.
• Excellent understanding of customer experience and ability to interpret complex data and translate insights into actionable recommendations.
• Exceptional communication and collaboration skills to influence stakeholders and drive change.
• A proactive mindset, attention to detail, and commitment to maintaining the highest standards of excellence.
• Strong understanding of digital platforms, customer engagement strategies, and emerging trends.

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.

If you’re ready to join a progressive team and have a challenging and rewarding career, then apply now by uploading your CV and completing the application form.