Senior Manager, Customer Journey Design & Standards

About the role

Qatar Airways is seeking a Senior Manager to lead the Customer Journey Design and Standards function within its Product Development and Design division. Reporting to the VP of Strategy and Planning, you will own the inflight service standards and ensure a coherent end‑to‑end passenger experience across all touchpoints.

Key responsibilities

• Define, document and continuously improve inflight crew service delivery standards for all cabin classes.
• Embed and measure these standards across the airline’s operations without managing crew training directly.
• Map the complete passenger journey from pre‑departure to post‑flight, identifying gaps and misalignments.
• Collaborate with cross‑functional teams to align ground handling, lounges, digital booking and training with onboard product standards.
• Work closely with the Senior Manager, Research and Strategy to ground initiatives in research and strategic insight.

Required profile

• Senior‑level professional with a strategic mindset.
• Proven experience in service design, standards development and journey mapping.
• Ability to influence and coordinate across multiple organisational functions.
• Strong communication skills to champion consistency across the Qatar Airways brand.

Required skills