At Qatar Airways, we craft cutting- edge inflight products, enhance passenger comfort, and drive innovation in aviation design.
From concept to launch, our Product Development and Design (PDD) Team collaborates with industry leaders to create products that set new standards in travel.
If you are passionate about innovation, customer experience, technology, and design, this is your chance to contribute   and make a lasting impact in the aviation industry.
Join our Product Development and Design Team that transforms ideas into reality and shape the future of airline experiences.

About the Role

As a Customer Experience Quality Specialist, you will play a pivotal role in safeguarding and elevating our service standards, ensuring that Qatar Airways remains the benchmark for excellence in global aviation.
You will act as a trusted auditor and experience champion, conducting end-to-end evaluations of the customer journey—both digital and physical. From testing mobile apps, websites, and live chat platforms to assessing airport facilities and inflight services, you will uncover insights that drive innovation and operational excellence. Your expertise will help shape strategic decisions, improve processes, and enhance customer satisfaction by rapidly adapting to evolving expectations.
You will analyse key performance metrics such as NPS and customer ratings, maintain advanced reporting platforms, and collaborate with cross-functional teams to bridge design, operations, and training. Through competitor benchmarking and trend analysis, you will influence the development of engagement standards, KPIs, and service propositions that keep Qatar Airways ahead of the curve.

As a Customer Experience Quality Specialist, you will:

Conduct comprehensive audits of the entire customer journey—digital and physical—acting as a mystery shopper to uncover actionable insights.Evaluate all customer touchpoints, including mobile apps, websites, live chat, bots, social media, and airport facilities, identifying opportunities to enhance engagement and satisfaction.Analyze customer feedback, NPS dashboards, and industry trends to inform strategic improvements and maintain Qatar Airways’ competitive edge.Collaborate with cross-functional teams to bridge design, operations, and training, ensuring seamless implementation of service enhancements.Develop and maintain advanced reporting platforms that deliver clear, data-driven insights for leadership decision-making.Contribute to the evolution of customer journey design, engagement standards, and KPIs across ground, digital, and inflight experiences.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.
Together, everything is possible.