Customer Experience Brand Manager | Product Development and Design

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.

About the Role

As CX Brand Manager, you will be the guardian of brand experience consistency across every customer-facing touchpoint of the Qatar Airways passenger journey, reporting to the Senior Manager, Customer Journey Design and Standards. This is not a marketing or campaign management role. Your mandate is to ensure that the way Qatar Airways looks, sounds, and feels at every moment of the passenger journey — from pre-departure communications through inflight interactions to post-flight touchpoints — is coherent, consistent, and unmistakably Qatar Airways.

You will work across the CX team and with functions throughout the organisation to audit, review, and align the brand experience at every touchpoint across the full journey. You will draw on the research, competitive benchmarking, and passenger insight produced by the PDD Research and Strategy function to ensure brand experience standards reflect current passenger expectations and remain ahead of the competition. You will identify inconsistencies, set brand experience standards, and work with the relevant teams to close the gaps — ensuring nothing feels off-brand, disconnected, or inconsistent, wherever the passenger encounters Qatar Airways across the end-to-end journey.

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

Brand Experience Standards

• Define and maintain Qatar Airways' brand experience standards for all customer-facing touchpoints across the full passenger journey — pre-departure, ground, lounge, inflight, and post-flight — ensuring brand voice, visual language, tone, and experiential quality are applied consistently at every stage
• Conduct regular brand experience audits across all journey touchpoints, identifying inconsistencies and working collaboratively with the relevant function owners to resolve them
• Develop and maintain brand experience guidelines that are practical, accessible, and usable by the teams and functions responsible for delivering customer-facing communications and interactions across the journey
• Ensure brand experience standards reflect the onboard product that PDD designs and develops, working closely with aircraft interiors, IFEC, food and beverage, and amenities teams to maintain coherence between the physical product and how it is presented and communicated to passengers

CX Communications Consistency

• Review and align all customer-facing communications across the full passenger journey from a brand experience perspective, ensuring consistency of tone, language, visual standards, and messaging regardless of the channel or touchpoint
• Work with the CX Engagement Manager to ensure that CX transformation initiatives are communicated to passengers in a way that is consistent with the brand and aligned across all journey touchpoints
• Partner with corporate communications, marketing, and digital teams to ensure brand experience standards are understood, respected, and applied consistently across all functions that produce customer-facing content

Research Alignment and Intelligence

• Draw on research, passenger insight, and competitive benchmarking produced by the PDD Research and Strategy function to ensure brand experience standards reflect current passenger expectations and remain relevant and competitive across the full journey
• Contribute brand experience audit findings and passenger-facing communications insights to the Research and Strategy function, ensuring the division's intelligence base reflects how Qatar Airways presents itself to passengers at every stage of the journey

Cross-functional Brand Alignment

• Build effective working relationships across the organisation with all functions that produce or influence customer-facing communications and interactions across the full passenger journey, acting as the CX team's brand experience authority
• Support the Senior Manager in ensuring that new product introductions, service standard changes, and CX transformation initiatives are reflected consistently in customer-facing communications across all touchpoints
• Monitor industry trends and best practice in brand experience management, luxury service communication, and passenger-facing content standards, ensuring Qatar Airways remains at the forefront of premium brand experience delivery

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible.