Program Manager Customer Experience BI Airways

Program Manager Customer Experience BI - Qatar Airways - Doha, Qatar Position Overview

Qatar Airways is seeking a Program Manager Customer Experience BI in Doha, Qatar to lead the execution of Customer Experience Business Intelligence strategy. This role focuses on using data analytics, dashboards, and performance insights to enhance customer satisfaction, drive revenue growth, reduce operational inefficiencies, and support strategic decision-making across the organization.

• Country:
  Qatar
• City:
  Doha
• Industry: Airlines/Aviation
• Function:
  Data Analysis
• Salary:  monthly (Market estimated)
• Gender: Any Candidate Nationality:
  Any
• Job Type: Full-time

• Represent the Customer Experience BI function and coordinate with stakeholders to ensure timely delivery of strategic objectives
• Lead implementation of CX BI strategy under the guidance of senior leadership
• Collaborate with Product Development and Design teams to identify revenue opportunities and improve customer experience through analytics
• Provide actionable insights and user-friendly dashboards to support data-driven decision making
• Execute process improvement initiatives and implement analytics tools to optimize customer satisfaction and operational efficiency
• Develop best practices for analytics, metrics, and benchmarking aligned with industry standards
• Deliver holistic insights across customer journey touchpoints using advanced analytics and visualization tools
• Support the creation of a single source of truth for cross-departmental customer data through strong data governance practices
• Manage customer experience improvement projects using structured project management methodologies
• Conduct regular performance reviews with stakeholders using KPIs and trend analysis
• Identify areas of dissatisfaction and support implementation of data-driven solutions
• Provide senior management with analytical insights to maximize return on investment
• Ensure accuracy, credibility, and timely updates of BI dashboards and reporting tools
• Build and maintain strong relationships with internal and external stakeholders

• Bachelor's Degree or equivalent qualification
• Minimum 8 years of relevant experience in data analytics and business intelligence
• Strong experience in customer experience analytics and performance management
• Advanced proficiency in Tableau, Power BI, Microsoft Excel, MS Access, and Power Point
• Strong analytical, presentation, and communication skills
• Ability to translate complex financial and analytical concepts into business-friendly insights
• Proven leadership, mentoring, and team development skills
• Strong stakeholder engagement and cross-functional collaboration abilities
• Excellent command of English

• Customer Experience Analytics
• Business Intelligence and Dashboard Development
• Data Governance and Data Strategy
• Process Improvement and Continuous Optimization
• KPI Development and Performance Tracking
• Revenue Optimization Analytics
• Stakeholder Management and Project Leadership

• Work with a globally recognized aviation leader
• Competitive tax-free compensation and benefits
• Exposure to large-scale data transformation and digital initiatives
• Opportunity to shape customer experience strategy using advanced analytics
• Dynamic and multicultural corporate environment

Qatar Airways Group is an internationally acclaimed aviation organization headquartered in Doha, operating across passenger services, cargo, airport operations, and corporate divisions. Through innovation, digital transformation, and strong governance frameworks, the group continuously enhances operational excellence and delivers premium travel experiences across its global network.