Manager Talent Assessment & Development - Customer Experience (Doha)

We are seeking a motivated and forward-thinking Manager Talent Assessment & Development, Customer Experience to join our Cabin Services team in Doha, Qatar.

In this role, you will lead the development and enhancement of talent assessment, performance management, and employee development initiatives across Cabin Services and Customer Experience. You will help build a high-performing workforce by designing competency frameworks, implementing assessment methodologies, identifying high-potential talent, and creating development pathways that support operational excellence and leadership growth. Working closely with operational leaders, training teams, recruitment, and HR partners, you will leverage performance insights and industry best practices to strengthen service standards, drive employee development, and ensure the organization is equipped with the capabilities needed for future success.

Your Key Responsibilities includes:

Strategic:

• Develop and implement a comprehensive performance management framework for Cabin Services aligned with organizational objectives and customer experience standards.
• Design competency models that define technical, behavioral and leadership expectations across Cabin Services roles that align with the company values.
• Develop assessment methodologies including behavioral interviews, simulations, assessment centres, calibration processes, practical evaluations and psychometric tools where appropriate.
• Create structured development pathways that accelerate capability building from new joiners through to senior cabin crew and leadership roles.
• Design programs that strengthen leadership capability within Cabin Services. Develop assessment criteria for promotion and leadership selection processes.

Performance Management

• Establish measurable performance indicators, behavioral competencies and success profiles for cabin crew and managers across all career stages.
• Design governance processes to ensure fair, objective and consistent performance evaluations across the global cabin crew population.
• Analyze performance trends and identify opportunities for targeted interventions that improve individual and team effectiveness.
• Produce executive dashboards and insights to support strategic workforce decisions.

Assessment & Competency Frameworks

• Ensure assessment processes are valid, reliable, inclusive and aligned with international best practice.
• Lead periodic reviews of competency frameworks to reflect evolving service standards, operational requirements and future capability needs.
• Establish quality assurance measures to ensure consistency and integrity across all assessment activities.

Talent & Leadership Development

• Identify high-potential employees and design succession and talent acceleration programs.
• Partner with Learning & Development teams to translate competency gaps into targeted learning solutions.
• Introduce coaching, mentoring and career development initiatives that increase employee engagement and retention. Monitor the effectiveness of development programs using measurable business outcomes.
• Support line managers in conducting effective performance conversations, coaching and development planning.
• Foster a culture of continuous feedback, accountability and professional growth.
• Establish succession planning framework for managers, with a focus on values fit and capabilities.

Continuous Improvement

• Benchmark industry best practices in aviation, hospitality and talent management.
• Lead transformation initiatives that modernize performance and development processes through technology, analytics and innovation.
• Drive continuous improvement using employee feedback, operational data and business performance metrics.
• Perform other department duties related to his / her position as directed by the Head of the Department

Stakeholder Management

• Collaborate with Cabin Crew Operations, Cabin Services Training, Recruitment, Human Resources and other business functions to ensure alignment of performance and talent strategies.
• Provide expert guidance on performance management, assessment design and talent development practices.
• Present strategic recommendations and performance insights to senior leadership.

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.