Manager Customer Experience Design - Qatar Airways
Posted on :
21-06-2024
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1 Vacancy
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Job Description
As a Manager Customer Experience Design Digital you will be responsible for designing implementing and optimizing the overall customer experience through digital channels focusing on driving personalization loyalty and engagement with QRs products and services across the customer journey. Drive transformation and convergence of physical journeys with digital journeys and manage with stakeholders.
Identify cutting edge opportunities and manage the development of digital solutions across the customer journey roadmap. Project manage the endtoend digital integration of our customer journey application Horizon and other customer digital enhancements across the IFE and other digital channels.
Research and implement digital products and services which includes cabin crew service delivery platforms food and beverage and service recovery. Oversee the entire lifecycle of innovation strategy from concept to development and then on to embedding into business as usual.
Drive digital product innovation across our ground and cabin crew customer experience systems to enhance the user experience enabling improved customer service service recovery and personalization.
Demonstrate customer centric design thinking methodology in all ideation when developing new digital assets. Benchmark industry best practice by exploring and investigating other airlines other design centric organisations and app developers to review current market trends and provide solutions or suggestions to Head of Department. To ensure that every application feature delivery is market leading and above our competitors.
Other key operational responsibilities include:
- Responsible for the development and direction of researchbased design aimed at continuous improvement of current products and services and generating ideas for new experience concepts across all areas of the customer journey. From Ground lounges and onboard and convey them to IT & Digital team into technical specifications design and business/scope requirements.
- Work with leadership and other stakeholders in defining business strategic direction for digital customer experience projects recommend innovations and tactics to drive innovation in digital adoption such as predictive analytics 360 CRM insights loyalty and marketplace opportunities.
- Using design thinking methodology to develop test and launch the best possible digital customer experience and user experience across our customers touchpoints. Assess and optimize performance of new and existing features by actively participating in user research and assessing performance metrics including competitor analysis and running design workshops.
- Project manage the endtoend digital integration of our customer journey applications such as the checkin across our customer experience app Lounges and Seatback. Manage a projectcentric core team that includes product/project specialists and providing leadership guidance and support to ensure delivery of highquality platforms that meet business requirements.
- Employ smart digital innovation to improve our cabin crew and food and beverage applications resulting in enhanced customer experience journeys.
- Be the digital custodian of all digital software and hardware used across the product development and design department driving continuous improvement through cutting edge technologies.
- Collaborate with other stakeholders to ensure crossproject dependencies are managed effectively by identifying risks issues and technical challenges. Build and maintain relationships with internal and external IT UX/UI designers to ensure timely delivery of product enhancement release and to the satisfaction of stakeholders.
- Collaborate with IT & the Digital team on the overall digital product roadmap priorities objectives and expected impact of new features in order to be able to document and prioritise digital product features and user feedback.
- Responsible for ensuring the consistency and quality of standards and processes implemented and are adhered to across the team.
- Working with BI/Insights team and other stakeholders to continuously be informed of the customer profiles market trends and operational changes to drive service improvement. Support in the adoption of cuttingedge insights platforms with internal and external partners.
- Responsible for constructing budget proposals.
- Set yearly performance objectives and KPIs and conduct reviews with direct reports ensuring KPIs are met and develop performance plans if required.
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. Youll 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 whats never been done before.
Together everything is possible.
Qualifications
About You
We are looking for a passionate and experienced professional to join the Product Design & Development Team
- Min. Diploma Bachelors Degree or Equivalent
- 9 years of experience of designing implementing and optimizing the overall customer experience through digital channels.
- Previous experience of driving personalization loyalty and customer engagement
- Proven experience in managing enterpriselevel projects.
- Previous experience of managing & implementing major projects across the airlines digital customer touchpoints.
- Extensive knowledge of software development methodologies tools frameworks and technologies.
- Practical knowledge of project management tools.
About Qatar Airways Group
Our story started with four aircraft. Today we deliver excellence across 12 different businesses coming together as one. Weve grown fast broken records and set trends that others follow. We dont slow down by the fear of failure. Instead we dare to achieve whats never been done before.
So whether youre 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 are interested to submit your application and feel you are a good fit for this role please complete our application form and upload your CV for our review and consideration.
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Employment Type
Full Time
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