Customer Experience Engagement Manager | Product Development and Design Airways
Listed on 2026-07-13
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Management
Change Management, Business Analyst -
Business
Change Management, Business Analyst
Customer Experience Engagement Manager | Product Development and Design – Qatar Airways, Doha (Qatar) – Full Time, On Site
# 2600008A
•
Location:
Qatar-Doha
• 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 the Product Development and Design division is responsible for the design, development, and standards of all onboard product areas, the Customer Experience Design function takes a wider view, championing the consistency, coherence, and quality of the entire passenger journey.
Aboutthe Role
As CX Engagement Manager, you will lead the development and alignment of Qatar Airways’ customer experience transformation initiatives across the organisation, reporting to the Senior Manager, Customer Journey Design and Standards. Your role is to ensure that the strategic intent of the CX team is translated into coherent, well‑communicated programmes that land effectively across the functions and touchpoints that shape the passenger journey — from pre‑departure through to post‑flight.
Responsibilities- Lead the development of key CX transformation frameworks on behalf of the Senior Manager, including customer communication strategy, connected journey strategy, personalisation strategy, and customer care alignment — ensuring these cover the full passenger journey from pre‑departure to post‑flight.
- Manage the cross‑functional engagement process that brings together owners of different journey touchpoints to align on CX transformation priorities, ensuring outcomes are documented, followed up, and tracked through to implementation.
- Draw on research, insight, and strategic intelligence from the PDD Research and Strategy function to ensure transformation frameworks are evidence‑based and aligned with the division’s strategic direction.
- Act as the primary relationship manager for CX alignment across functions including ground operations, lounge management, cabin crew, digital, and commercial teams, building the connections that enable the journey alignment mandate of the Senior Manager to be delivered at pace.
- Develop and maintain Qatar Airways’ customer communication strategy from a CX perspective, ensuring that communications across the full passenger journey — from pre‑departure through to post‑flight — are consistent, coherent, and aligned with the brand and service standards.
- Support the development of the connected journey strategy, working with digital, IFEC, and commercial teams to ensure the passenger experience across physical and digital touchpoints is coherent and complementary.
- Contribute to the personalisation strategy, ensuring customer‑facing teams and functions have a clear framework for how personalisation should be delivered consistently across the full journey.
- Manage stakeholder engagement for CX initiatives, preparing briefing materials, facilitating workshops, and maintaining momentum across complex, multi‑function programmes.
- Support the Senior Manager in preparing executive communications, steering committee materials, and cross‑functional alignment documentation.
- Monitor the progress of CX transformation initiatives, tracking adoption, identifying barriers, and escalating risks or issues to the Senior Manager in a structured and timely manner.
About You
- Bachelor’s Degree in Business, Communications, Hospitality, or a related discipline.
- Minimum 6 years of experience in customer experience, transformation programme management, or cross‑functional engagement in a complex, premium environment.
- Proven experience managing cross‑functional CX or transformation initiatives, with a track record of landing complex programmes across multiple stakeholder groups.
- Strong written and verbal communication skills, with the ability to translate complex strategic concepts into clear, compelling communications for diverse audiences.
- Experience developing customer‑facing strategy frameworks including communication strategy, journey strategy, or personalisation in a premium or complex multi‑touchpoint…
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