Description

Description

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 Senior Manager, Customer Journey Design and Standards, you will lead one of the most strategically significant functions within Qatar Airways' Product Development and Design division, reporting to the VP, Strategy and Planning. You carry a dual mandate that is unique within the division and critical to the coherence of the Qatar Airways passenger experience.
Your first mandate is ownership of Qatar Airways' inflight service standards. You are the custodian of the onboard crew service delivery standards - defining what exceptional inflight service looks like across all cabin classes, documenting those standards with precision, and ensuring they are embedded, measured, and continuously improved. You do not manage cabin crew operations or training, but you own the standards against which those operations are held.

Your standards must reflect and complement the onboard product - the interiors, amenities, food and beverage, and IFEC - that PDD designs and develops.
Your second mandate is to champion the consistency and coherence of the end-to-end customer journey across all Qatar Airways Group touchpoints. PDD's product ownership is focused on the onboard environment. But the passenger experience does not begin at the aircraft door. You map the full journey from pre-departure through to post-flight, identify where the experience breaks down or falls out of alignment, and work across the organisation to ensure every touchpoint reflects the same level of care, quality, and brand coherence. You do not own or operate ground handling, lounges, digital booking, or training functions - but you are the connective tissue that ensures alignment across all of them and the onboard experience PDD owns.

You will work in close and structured alignment with the Senior Manager, Research and Strategy, drawing on the division's research, insight, and strategic intelligence to ground your standards and journey alignment work in rigorous, current evidence. You will also feed CX performance data and journey insight back into that function, ensuring the division's intelligence base reflects what is happening across the full passenger experience.
Leading a team that includes CX Design for Onboard, CX Strategy and Excellence, CX Engagement Manager, CX Brand Manager, and a mystery shopping programme that spans the full passenger journey, you will drive the CX agenda with both rigour and influence - shaping how Qatar Airways thinks about, measures, and delivers its passenger experience at every stage.

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

Inflight Service Standards

• Own, develop, and continuously evolve Qatar Airways' inflight service standards across all cabin classes, ensuring they reflect the airline's brand values, the onboard product that PDD designs and develops, and the expectations of the world's most discerning travellers
• Define the service delivery framework for onboard crew, establishing clear, detailed, and operationally practical standards that translate the Qatar Airways brand promise into consistent passenger interactions at every stage of the flight
• Work in close partnership with cabin crew operations and training functions to ensure standards are understood, adopted, and delivered consistently, without owning those operational or training processes directly
• Ensure inflight service standards evolve in step with product changes driven by PDD - new aircraft types, cabin configurations, menu updates, amenity introductions, and IFEC developments - maintaining coherence between the physical product and the service that delivers it
• Lead regular review and audit of inflight service standards, using mystery shopping data, passenger feedback, and operational insight to identify gaps and drive continuous improvement

Customer Journey Mapping and Alignment

• Own the end-to-end customer journey map for Qatar Airways, maintaining a current, detailed, and insight-driven view of every touchpoint across the full passenger experience - from pre-departure through ground, lounge, inflight, and post-flight
• Champion journey consistency and coherence across all Qatar Airways Group touchpoints, working across ground, lounge, inflight, and digital functions to identify misalignments, gaps, and opportunities to strengthen the overall experience
• Establish a structured cross-functional alignment process that brings together owners of different journey touchpoints to review, discuss, and agree improvements, without duplicating or overriding the responsibilities of those functions
• Work in alignment with the IFEC and digital teams to ensure the connected journey - inflight entertainment, connectivity, and digital touchpoints - integrates coherently with the broader service experience and onboard product standards
• Provide the organisation with a clear, evidence-based view of how the passenger experience performs end-to-end, translating journey mapping insight into prioritised recommendations for leadership

Research Alignment and CX Intelligence

• Work in structured alignment with the Senior Manager, Research and Strategy to ensure CX standards and journey design work is grounded in the division's research, insight, and strategic intelligence frameworks
• Contribute CX performance data, mystery shopping outputs, and journey insight to the Research and Strategy function, ensuring the division's intelligence base reflects current passenger experience realities across all touchpoints
• Draw on market intelligence, competitive benchmarking, and passenger research produced by the Research and Strategy function to inform service standards development, journey mapping, and CX transformation priorities
• Collaborate with the Research and Strategy function on the development of shared performance frameworks and KPIs that connect product quality, service standards, and journey performance into a coherent divisional view of the passenger experience

CX Strategy and Performance

• Define and own the CX performance framework for the inflight service standards function, establishing KPIs, measurement methodologies, and reporting cadences that give leadership a clear view of service quality across the operation
• Oversee the mystery shopping programme, ensuring it covers the full passenger journey from pre-departure to post-flight, produces actionable insight, and feeds directly into service standards improvement and cross-functional alignment
• Lead the development of CX transformation initiatives within the division, working with the CX Engagement Manager to ensure customer communication strategy, personalisation strategy, and connected journey strategy are developed with a coherent, passenger-centred framework
• Monitor industry trends, competitive benchmarking, and passenger research to ensure Qatar Airways' service standards and journey design remain ahead of the competition

Cross-functional Alignment and Stakeholder Leadership

• Act as the primary CX standards and journey alignment authority within PDD, engaging senior stakeholders across cabin crew, ground operations, lounge management, digital, and commercial functions to drive a consistent and coherent passenger experience
• Represent the passenger perspective in cross-divisional forums and strategic planning processes, ensuring CX considerations are embedded in product, service, and operational decisions across the business
• Build and maintain strong working relationships with Qatar Airways Group entities and partner functions whose touchpoints form part of the overall passenger journey, ensuring alignment without overstepping functional boundaries

Team Leadership

• Lead, develop, and inspire the Customer Experience Design team, setting clear direction, managing performance, and creating an environment where the team's influence on the passenger experience is felt across the organisation
• Build the function's reputation as the authoritative voice on Qatar Airways' passenger experience standards and journey coherence within PDD and across the broader business
• Foster a team culture defined by passenger empathy, rigorous standards, and a genuine commitment to continuous improvement

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.

Qualification

About You

• Bachelor's Degree in Hospitality Management, Service Design, Business, or a related discipline. A Master's degree or professional qualification in customer experience, service design, or a related field is advantageous. Minimum 10 years of progressive experience in customer experience design, service standards, or passenger and guest experience leadership, with a clear track record at senior level.
• Proven experience owning and developing service standards in a premium or luxury environment - airline, hospitality, luxury retail, or an equivalent high-expectation consumer setting - with a track record of translating brand values into operationally embedded service delivery frameworks
• Deep understanding of end-to-end customer journey design, with the ability to map, analyse, and improve multi-touchpoint experiences across a complex, multi-function organisation
• Demonstrated ability to influence and align across functions without direct operational authority, achieving outcomes through relationship, expertise, and the quality of thinking
• Experience working in alignment with research and insight functions, drawing on data and intelligence to ground service standards and journey design decisions in rigorous evidence
• Experience leading or overseeing mystery shopping, service audit, or customer experience measurement programmes, with the ability to translate findings into actionable improvement plans
• Strong strategic thinking skills with the ability to see the journey from the passenger's perspective and translate that perspective into clear, prioritised recommendations for senior leadership
• Experience leading teams in a complex, cross-functional environment, with a track record of building capability and elevating the function's influence within the organisation
• Excellent written and verbal communication skills, with the ability to produce clear standards documentation, executive-level presentations, and compelling cross-functional alignment materials
• Candidates from premium hospitality, luxury travel, premium consumer experience, or service design backgrounds are strongly encouraged to apply. Aviation experience is advantageous but not a prerequisite.

Preferred

• Experience working within or alongside a product development or design function, with an understanding of how physical product and service delivery interact to shape the overall passenger or guest experience
• Familiarity with connected journey strategy, personalisation frameworks, and digital CX integration
• Exposure to brand experience standards and the application of brand values across service delivery touchpoints
• Experience presenting to and influencing VP and C-suite level stakeholders on CX strategy and service standards

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before.

So, whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries and be part of a truly global community.

How to apply

If you're ready to join a progressive team and have a challenging and rewarding career, then apply now by uploading your CV and completing our quick application form.

https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&job=26000088