Customer Experience Engagement Manager – Product Development

About the role

The Customer Experience Engagement Manager will lead the development and alignment of Qatar Airways' customer experience transformation initiatives across the organisation. Reporting to the Senior Manager, Customer Journey Design and Standards, you will ensure strategic CX intent is turned into coherent, well‑communicated programmes that span the entire passenger journey.

Key responsibilities

• Lead the development of CX transformation frameworks, including customer communication, connected journey and personalisation strategies.
• Manage cross‑functional engagement processes to align owners of journey touchpoints on CX priorities.
• Translate the CX team’s strategic intent into coherent programmes that are communicated and adopted across the organisation.
• Use research and intelligence from the PDD Research and Strategy function to ensure initiatives are evidence‑based and aligned with division strategy.
• Oversee documentation, follow‑up and tracking of CX initiatives from pre‑departure through post‑flight.

Required profile

• Proven experience leading customer experience transformation initiatives.
• Strong ability to develop and communicate strategic frameworks.
• Excellent stakeholder management and cross‑functional collaboration skills.
• Analytical mindset to apply research and intelligence to programme design.

Required skills