Manager Customer Experience Strategy and Excellence | 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 Manager, CX Strategy and Excellence, you will be the strategic and analytical core of the Customer Experience Design team, reporting directly to the Senior Manager, Customer Journey Design and Standards. You will develop and maintain the strategic frameworks, performance tools, and analytical outputs that enable the team to set rigorous inflight service standards and champion the coherence of the end-to-end passenger journey with confidence and credibility.

This role is not a research and insight management role. The PDD Research and Strategy function owns the division's research, insight, and intelligence capability — and it is that function that commissions, manages, and produces the research and strategic intelligence that informs the work of this team. Your role is to work in close alignment with Research and Strategy, drawing on their outputs intelligently, translating them into CX-specific frameworks and recommendations, and feeding CX performance data and journey insight back into that function to enrich the division's shared intelligence base. You bring the CX lens to the intelligence — you do not replicate the intelligence function itself.

This is a role for a structured, analytically strong thinker who can translate research and data into compelling standards frameworks, performance tools, and strategic recommendations — and who thrives in a collaborative environment where influence is achieved through the quality of thinking rather than the ownership of resources.

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

CX Strategy and Framework Development

• Develop and maintain the strategic frameworks that underpin Qatar Airways' inflight service standards and end-to-end journey alignment work, ensuring they are evidence-based, current, and fit for purpose
• Work in structured alignment with the Senior Manager, Research and Strategy to draw on the division's research and intelligence outputs, translating them into CX-specific strategic frameworks, service standards inputs, and journey alignment recommendations
• Feed CX performance data, mystery shopping outputs, and journey insight back into the Research and Strategy function, ensuring the division's shared intelligence base reflects the realities of the passenger experience across all touchpoints
• Support the Senior Manager in developing strategic papers, executive presentations, and cross-functional alignment materials that advance the CX agenda within PDD and across the broader organisation

Standards Excellence and Continuous Improvement

• Support the Senior Manager in developing and maintaining Qatar Airways' inflight service standards documentation, ensuring standards are clear, current, operationally practical, and reflective of the onboard product that PDD designs and develops across the full journey
• Develop and maintain the CX performance framework, including KPIs, measurement methodologies, and reporting structures that give leadership a clear and consistent view of service quality across the operation
• Lead the continuous improvement process for inflight service standards, identifying gaps, developing improvement proposals, and tracking implementation through to measurable outcome
• Ensure standards documentation reflects current onboard product — working closely with aircraft interiors, IFEC, food and beverage, and amenities teams within PDD to maintain alignment between product standards and service standards

CX Performance and Insight Application

• Apply research and intelligence outputs from the Research and Strategy function to develop CX-specific performance insights, identifying trends, patterns, and opportunities in the passenger experience data that inform standards development and journey alignment priorities
• Manage the analytical outputs of the mystery shopping programme, working with the data to produce clear, actionable performance reports that feed directly into service standards improvement and cross-functional alignment
• Monitor industry trends and best practice in customer experience, service design, and journey management — drawing on the Research and Strategy function's intelligence outputs as the primary source, and supplementing with CX-specific horizon scanning where relevant

Team and Stakeholder Coordination

• Coordinate the CX team's workplan and delivery calendar, ensuring priorities are clear, deadlines are met, and the Senior Manager is well-supported in managing the function's overall agenda
• Build effective working relationships with the Research and Strategy function and other strategy and insight teams across PDD, ensuring the CX team operates as an informed, aligned, and non-duplicative contributor to the division's overall intelligence and strategy capability

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.