Senior Specialist Customer Experience Design – Onboard

About the role

Qatar Airways is looking for a Senior Specialist in Customer Experience Design – Onboard to shape innovative service and product concepts across all cabin classes. You will work within the Product Development and Design team, turning insights and design thinking into premium onboard experiences that reinforce the airline’s brand promise.

Key responsibilities

• Develop and implement human‑centric onboard experience strategies for First, Business, and Economy cabins, as well as A380 lounges.
• Conduct industry benchmarking and competitive analysis across airlines, hospitality and luxury brands to identify improvement opportunities.
• Analyse customer insights, CSAT, NPS, operational data and audit results to drive product and service innovation.
• Lead and manage cross‑functional improvement projects, ensuring alignment with business requirements, timelines and quality standards.
• Collaborate with digital, technology, cabin services, catering and operations teams to integrate innovative solutions.
• Prepare business cases, concepts and proposals for new onboard products and services, and support trials, audits and surveys.
• Work closely with operational stakeholders to resolve onboard issues and maintain consistent service standards.
• Contribute to knowledge sharing and alignment between ground, lounge and onboard experiences.

Required profile

• Proven experience in customer experience design, service design or product development within the aviation or related premium service sector.
• Strong analytical mindset with ability to translate data and customer feedback into actionable concepts.
• Excellent collaboration and communication skills to work with diverse internal and external partners.
• Ability to manage multiple projects simultaneously and deliver results in a fast‑paced environment.

Required skills

• Design thinking methodology.
• Data analysis and insight synthesis.
• Benchmarking and competitive analysis.
• Project management.