Senior Specialist Cust. Experience Design-Onboard | Product Development & Design

At Qatar Airways, we design world-class onboard experiences that redefine premium travel. From concept to launch, our Product Development and Design (PDD) team partners with industry leaders to create service and product innovations that set global benchmarks for customer experience.
If you are passionate about innovation, customer experience, technology, and design, this is your chance to make a lasting impact in the aviation industry.
Join our Product Development and Design Team that transforms ideas into reality and shape the future of airline experiences!

About the Role

As a Senior Specialist Customer Experience Design – Onboard, you will support the development and delivery of innovative onboard service and product strategies across all cabins and flight types. Using design thinking, customer insights, and industry benchmarking, you will help define, enhance, and implement onboard experiences that consistently exceed customer expectations. You will collaborate closely with cross‑functional stakeholders including cabin services, catering, digital, operations, and external partners to ensure a seamless, customer‑centric journey that aligns with Qatar Airways’ premium brand promise.

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

• Contribute to the development and implementation of human‑centric onboard customer experience strategies across all cabins and hauls, aligned with Qatar Airways’ vision and service standards.

• Conduct industry benchmarking and competitive analysis across airlines, hospitality, and luxury service brands to identify opportunities for continuous improvement.

• Analyse customer insights, operational data, CSATs, NPS, and onboard audit results to inform product and service innovation.

• Lead and manage onboard product and service improvement plans across the full customer journey.

• Support the introduction and enhancement of onboard products and service concepts for First Class, Business Class, Airbus A380 lounges, and Economy Class.

• Collaborate with digital and technology teams to leverage innovation and enhance the onboard customer experience.

• Manage and support cross‑functional projects, ensuring alignment with business requirements, timelines, and quality standards.

• Prepare and present business cases, concepts, and proposals for new onboard products, services, and enhancements.

• Support trials, audits, surveys, manuals, and service guidelines to ensure consistent delivery across the network.

• Work closely with operational stakeholders to resolve onboard issues and maintain product and service standards.

• Contribute to knowledge sharing, documentation, and seamless alignment between ground, lounge, and onboard experiences.

• Perform other department‑related duties as directed by the Line Manager or Head of Department.

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.