Manager Customer Experience Design

Job PurposeResponsible for researching, creating and implementing products and service concepts for all product and service areas on the ground, and for providing experience enhancements and experience design across all customer touchpoints within Hamad International Airport, Check-in, Transit Area, Departure Gates, dwell time areas, and other areas as determined by the Management.

Manage a group of professionals to develop products, services & experiences of high standard and set a niche in the market of aviation by introducing state-of-the-art product concepts and experiences that rival competitors and has a direct impact on improving our Net Promoter Score (NPS), C SAT and Customer Effort scores across HIA Airport footprint. AccountabilitiesStrategic Develop the product and service strategy for the entire HIA customer journey in line with the department and organisation's vision. Build and prioritise a practical strategy roadmap across the HIA customer touchpoints, assigning resources accordingly.

Integrate the business strategy for HIA customer touchpoints into strategic partnerships with QR, QDF, and QAS teams, in addition to partner airlines and One World partners, providing revenue and cost savings through shared resources, increasing customer satisfaction while ensuring HIA is correctly represented. Apply service and design thinking methodologies to create innovative solutions that enhance the passenger experience. Collaborate with cross-functional teams to design and implement customer-centric services and processes.

Operational Drive synergies across all customer touchpoints, from arrival to transit to departure, providing a consistent customer experience and seamless journey via the relevant counterpart within HIA CX or other departments across MATAR and the QR Group. Drive a connected experience at each customer touchpoint that is consistent and at the level of service of the cabin travelled. Develop personalized experiences relevant to each customer segment, allowing maximum satisfaction through differentiation. Maximize the use of technology in airport experience and services to enhance the customer experience. Drive customer experience requirements for new check-in space, lounge builds, refurbishments, and enhancements.

Oversee key product development projects and provide suggestions and advice on design and module changes Lead the product development team through initial brainstorming sessions, design reviews, design workshops, and challenges faced to ensure that the final product would be a success when launched. Identify and initiate continuous change and improvement based on internal and external customer feedback. Use operational data, customer insights, and audit reports to innovate and develop products and services that surpass industry standards. Establish a Service Standards team and develop a suite of service manuals to ensure operational teams deliver correct service to customers.

Perform other department duties related to his / her position as directed by the Head of the DepartmentPersonal Development Take responsibility for own ongoing personal development and growth of expertise. Keep abreast with any market trends and developments Assist in the response to any emergency or a major operational disruption affecting Qatar Airways or its subsidiaries, including support of the Qatar Airways Special Assistance Program.

Train Qatari staff in various duties as per business requirements Data Protection Ensure that in performance of the role, all uses, disclosures and requests of any information (in any form) are done in accordance with data protection principles adopted by the QR Group and are limited to what is reasonably required to accomplish the intended business purposes of the use, disclosure or request. Comply with all relevant company policies and procedures regarding the use, processing, disclosure and security of any information (in any form) and ensure that all staff under my direct supervision are aware of and comply.

Consult the Group’s Data Protection Officer in matters related to data protection and privacy as appropriate. Ensure the confidentiality, security and protection of all information handled in the course of duties is maintained at all times from unauthorised access, use, disclosure, disruption, deletion/destruction, corruption, modification, inspection or recording. Safety Ensure full awareness of work health and safety requirements and expectations in order to minimise health and safety risks for self and colleagues.

Ensure compliance to all relevant safety, security, quality and environmental management policies, procedures and controls across the operation to guarantee employee safety, security, legislative compliance, delivery of high quality service with a responsible environmental attitude. Take a direct and personal interest in reported injuries, incidents, near misses and hazards to ensure that appropriate reporting, investigation and response is being achieved. Environmental Competencies Contribute towards Qatar Airways Group Environmental Objectives and targets and the implementation and maintenance of the Environmental Management System.

Apply environmental knowledge and principles in your role, and incorporate this into business processes and decision making, to drive efficiencies and reduce environmental and operational risks. Job PostingJul 17, 2025, 12: 37: 56 PMQualifications And Experience Without a Degree: Grade 9: Internal : High School Qualification / Vocational Qualification /Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 9 years of job-related experience OR With a Degree Grade 9: External & Internal:

Bachelor’s Degree or Equivalent with Minimum 8 years of job-related experienceExperience in hospitality, tourism or entertainment environmentPrevious work experience customer experience & service designRecognised qualification in training & development or similar field with emphasis on customer experience within product & developmentPractical knowledge of project management toolsJob Specific SkillsWell-developed interpersonal skillsResults-driven, excellent time and project management skillsManagerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members.

Highly developed interpersonal skills, excellent oral presentation and written skillsStrong influencing skillsStrong analytical and problem-solving skillsPractical knowledge of project management tools