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

About the Role

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 of 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.

• Own, develop, and continuously evolve Qatar Airways' inflight service standards across all cabin classes, ensuring alignment with product changes and brand values.
• Define the service delivery framework for onboard crew, translating brand promise into consistent passenger interactions and working with operations and training partners to embed the standards.
• Map the full end‑to‑end customer journey, maintaining a detailed, evidence‑driven view of every touchpoint and championing consistency and coherence across ground, lounge, inflight, digital and post‑flight experiences.
• Lead cross‑functional alignment processes, collaborating with cabin crew, ground operations, lounge management, digital, and commercial functions to address misalignments and opportunities.
• Oversee the CX performance framework and mystery shopping programme, establishing KPIs, measurement methodologies, and reporting cadences that feed into service improvement and leadership decision‑making.
• Develop and execute CX transformation initiatives, including customer communication strategy, personalisation, and connected journey strategy, while monitoring industry trends and benchmarking.
• Build and maintain strong working relationships with Qatar Airways Group entities and partner functions, ensuring passenger perspective is embedded in cross‑divisional planning.
• Lead, develop, and inspire the Customer Experience Design team, setting direction, managing performance, and cultivating a culture of empathy, rigorous standards, and continuous improvement.

• Bachelor’s Degree in Hospitality Management, Service Design, Business, or a related discipline.
• Master’s degree or professional qualification in customer experience, service design, or a related field is advantageous.
• Minimum 10 years of progressive experience in customer experience design, service standards, or passenger and guest experience leadership, with a clear track record at senior level.
• Proven experience owning and developing…