Senior Manager, Customer Journey Design and Standards | Product Development and Design

Senior Manager, Customer Journey Design and Standards | Product Development and Design

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Location

Job family

Corporate & Commercial

• Closing Date:

At Qatar Airways, the passenger experience spans every moment of the journey — from the first point of contact before departure, through the lounge, the gate, the flight itself, and beyond. While Qatar Airways' Product Development and Design division is responsible for the design, development, and standards of all onboard product areas — including aircraft interiors, onboard equipment and amenities, inflight entertainment and connectivity, and food and beverage — the Customer Experience Design function takes a wider view.

We champion the consistency, coherence, and quality of the entire passenger journey, ensuring that the world-class onboard experience PDD creates sits within a journey that feels equally considered, connected, and unmistakably Qatar Airways at every touchpoint.

Join our PDD team and lead the function that sets the standard for how Qatar Airways serves its passengers onboard, and champions the coherence of the entire journey around it.

As Senior Manager, Customer Journey Design and Standards, you will lead one of the most strategically significant functions within Qatar Airways' Product Development and Design division, reporting to the VP, Strategy and Planning. You carry a dual mandate that is unique within the division and critical to the coherence of the Qatar Airways passenger experience.
Your first mandate is ownership of Qatar Airways' inflight service standards. You are the custodian of the onboard crew service delivery standards — defining what exceptional inflight service looks like across all cabin classes, documenting those standards with precision, and ensuring they are embedded, measured, and continuously improved. You do not manage cabin crew operations or training, but you own the standards against which those operations are held.

Your standards must reflect and complement the onboard product — the interiors, amenities, food and beverage, and IFEC — that PDD designs and develops.
Your second mandate is to champion the consistency and coherence of the end-to-end customer journey across all Qatar Airways Group touchpoints. PDD's product ownership is focused on the onboard environment. But the passenger experience does not begin at the aircraft door. You map the full journey from pre-departure through to post-flight, identify where the experience breaks down or falls out of alignment, and work across the organisation to ensure every touchpoint reflects the same level of care, quality, and brand coherence.

You do not own or operate ground handling, lounges, digital booking, or training functions — but you are the connective tissue that ensures alignment across all of them and the onboard experience PDD owns.

You will work in close and structured alignment with the Senior Manager, Research and Strategy, drawing on the division's research, insight, and strategic intelligence to ground your standards and journey alignment work in rigorous, current evidence. You will also feed CX performance data and journey insight back into that function, ensuring the division's intelligence base reflects what is happening across the full passenger experience.
Leading a team that includes CX Design for Onboard, CX Strategy and Excellence, CX Engagement Manager, CX Brand Manager, and a mystery shopping programme that spans the full passenger journey, you will drive the CX agenda with both rigour and influence — shaping how Qatar Airways thinks about, measures, and delivers its passenger experience at every stage.

As part of your role, your responsibilities will be inclusive of, but not limited to the following:

Inflight Service Standards

Own, develop, and continuously evolve Qatar Airways' inflight service standards across all cabin classes, ensuring they reflect the airline's brand values, the onboard product that PDD designs and develops, and the expectations of the world's most discerning travellers

Define the service delivery framework for onboard crew, establishing clear, detailed, and operationally practical standards that translate…