Job details
Strategic Translate brand vision into service concepts. Develop signature service initiatives, structures, and matrices to ensure Qatar Airways maintains its position as the leading global aviation brand. Responsible for the development and direction of research-based 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 on board. Champion customer experience excellence in all product and service offerings onboard and all customer touchpoints. Support Senior Manager Culinary by contributing to the design of food and beverage service concepts for all cabin classes & lounges to define meal uplift plans, food philosophy, and service equipment definition. Working with operations team to establish engagement standards to ensure Qatar Airways experience proposition is maintained while at the same time being agile and adopted to different standards to establish operational efficiency. Define and develop all customer-facing products for each cabin class while ensuring the service concepts & standards reflect guest demographics and profiles. Work with BI and other stakeholders to continuously be informed about the customer profiles, market trends, and operational changes to drive service improvement. Contribute to the development of Qatar Airways digital experience across all aspects of the customer journey to reflect the appropriate look and feel, cohesiveness, meaningfulness, impactfulness, and deliver commercial benefits. Be the custodian for building the end-to-end customer journey. Contribute to setting KPIs and MPS targets in collaboration with Vice President Customer Experience Design & Hospitality. Operational Translate new service concepts into service processes, with consideration of the operational context such as aircraft type, hub & network lounge environment. Lead the development of service standards procedures & processes. Champion collaboration between different operational departments to ensure aligned standards are delivered in operations. Build medium to long-term service initiatives, planning, and ensure all operational teams are aligned, whereby concepts are trailed & tested, standards are established, and procedures are in place, and once implemented - customer satisfaction is monitored for brand impact.
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