Customer Experience Quality Specialist

Overview

Qatar Airways is focused on designing advanced inflight products, improving passenger comfort, and bringing fresh ideas into aviation design. Its Product Development and Design team works with leading industry partners to develop offerings that raise the bar for travel experiences.

This opportunity is ideal for someone who is energized by innovation, service quality, technology, and design, and who wants to help shape the future of airline experiences.

Role Summary

In this position, you will help protect and improve service quality across the customer journey, supporting Qatar Airways’ goal of setting the standard for aviation excellence. You will review experiences across both digital and physical touchpoints, identify improvement opportunities, and turn findings into practical recommendations.

Your work will include evaluating apps, websites, live chat, social channels, airport environments, and inflight services. You will also study customer feedback, performance metrics, and market trends, then use those insights to support better decisions, stronger processes, and higher customer satisfaction.

Key Activities

• Perform thorough reviews of the full customer journey across digital and physical channels, using a mystery-shopper style approach to uncover useful insights.
• Assess customer interaction points such as mobile applications, websites, bots, live chat, social platforms, and airport facilities to identify ways to improve engagement and satisfaction.
• Interpret customer feedback, NPS dashboards, and industry developments to guide improvements and preserve a competitive position.
• Work closely with teams across design, operations, and training to help deliver service upgrades smoothly.
• Build and manage reporting tools that present clear, data-led findings for leadership review.
• Help refine customer journey design, engagement benchmarks, KPIs, and service standards across ground, digital, and inflight experiences.

Qualifications and Experience

The ideal candidate should hold a diploma or bachelor’s degree, or an equivalent qualification, and bring at least 5 years of experience leading end-to-end quality audits for customer experience in digital, product, service design, or operations settings.

Relevant background may come from luxury hospitality, Michelin-star dining, cruise lines, or full-service airlines. Experience in customer-facing roles and supervisory responsibilities is also important.

You should be comfortable working with MS Office and visualization platforms such as Power BI, Pisano, and Qualtrics. Strong analytical ability is needed to interpret complex information and convert it into recommendations that can be acted on.

Excellent communication, stakeholder management, and collaboration skills are essential, along with a proactive attitude, strong attention to detail, and a consistent focus on high standards. A solid grasp of digital platforms, customer engagement methods, and emerging trends is also required.

Additional Information

General Information: Ref # 229735 | Location: Qatar-Doha | Job family: Corporate & Commercial | Closing date: 2026-06-30

About Qatar Airways Group

Qatar Airways Group began with four aircraft and has grown into a multi-business organization delivering excellence across 12 businesses. The company is known for rapid growth, record-setting achievements, and a culture that encourages bold thinking and continuous progress.

Team members contribute to memorable customer experiences and behind-the-scenes innovation as part of a global community built on ambition and determination.

Application Instructions

Candidates interested in this opportunity should submit a CV and complete the application form.