Customer Experience Brand Manager – Passenger Journey

About the role

The Customer Experience Brand Manager will safeguard the consistency of Qatar Airways' brand across every passenger‑facing touchpoint, from pre‑departure communications to post‑flight interactions. Reporting to the Senior Manager, Customer Journey Design and Standards, this role is focused on brand experience rather than marketing campaigns.

Key responsibilities

• Define, maintain and evolve brand experience standards for all customer‑facing touchpoints across the full passenger journey.
• Conduct regular brand experience audits, identify inconsistencies and collaborate with function owners to resolve them.
• Develop and update brand experience guidelines covering voice, visual language, tone and experiential quality.
• Leverage research, competitive benchmarking and passenger insight from the PDD Research and Strategy function to keep standards ahead of expectations.
• Work cross‑functionally with CX, product development, lounge, inflight and post‑flight teams to ensure coherent brand delivery.

Required profile

• Proven experience in brand experience or customer experience management.
• Ability to audit brand touchpoints and implement corrective actions.
• Strong stakeholder collaboration skills across multiple organisational functions.
• Familiarity with airline passenger journeys and standards.

Required skills

What we offer

• Opportunity to shape the global brand experience of a world‑leading airline.
• Collaborative environment within Qatar Airways' Product Development and Design division.