Senior Specialist Cust. Experience Design-Onboard | Product Development & Design

Senior Specialist Customer Experience Design – Onboard | Product Development & Design

Role Overview 

In the Product Development and Design (PDD) team at Qatar Airways, we redefine the boundaries of premium travel. As a Senior Specialist in Customer Experience Design (Onboard), you will be a key architect of the passenger journey. Your mission is to utilize design thinking and data-driven insights to develop innovative onboard service strategies that exceed the expectations of a global clientele. From First Class cabin enhancements to the unique atmosphere of our A380 lounges, you will transform conceptual ideas into world-class realities, ensuring every touchpoint aligns with our 5-star brand promise.

Key Responsibilities

1. Strategic Experience Design

• Human-Centric Strategy: Lead the development of onboard customer experience strategies across all cabins and flight durations, ensuring a seamless and intuitive passenger journey.

• Product Innovation: Support the end-to-end enhancement of service concepts for First Class, Business Class, and Economy Class, as well as specialized environments like the A380 onboard lounges.

• Concept Implementation: Prepare and present compelling business cases and strategic proposals for new products, services, and digital enhancements.

2. Data-Driven Insights & Benchmarking

• Competitive Intelligence: Conduct comprehensive benchmarking across the aviation, luxury hospitality, and premium service sectors to identify emerging trends and opportunities for differentiation.

• Analytical Decision-Making: Synthesize customer insights, NPS, CSAT scores, and onboard audit data to drive continuous product and service improvements.

• Trial Management: Support and oversee onboard trials, audits, and surveys to validate new concepts before network-wide implementation.

3. Cross-Functional Leadership & Integration

• Stakeholder Orchestration: Collaborate closely with Catering, Cabin Services, Digital, and Operations to ensure a unified and consistent customer experience.

• Operational Troubleshooting: Partner with operational teams to resolve onboard issues and maintain the highest standards of product and service delivery.

• Holistic Journey Alignment: Facilitate knowledge sharing and documentation to ensure perfect alignment between the ground, lounge, and onboard experiences.

About You: Skills & Qualifications

• Professional Experience:

  • 6+ years of experience in customer experience, service design, or product development.

  • Proven track record in designing premium services within aviation, luxury hospitality, or high-end service environments.

  • Experience as an international flight attendant or in luxury hospitality is considered a significant advantage.

• Technical & Analytical Skills:

  • Exposure to project management methodologies and the ability to manage multiple complex initiatives in a fast-paced environment.

  • Strong analytical skills with the ability to translate operational data and customer feedback into actionable design solutions.

• Leadership & Communication:

  • Exceptional presentation and stakeholder management skills.

  • A customer-centric mindset fueled by a passion for service excellence and innovation.

• Education: Bachelor’s degree or equivalent in a related field.

Why Join Qatar Airways PDD?

Our story began with just four aircraft and has evolved into a global leader across twelve different businesses. In the Product Development and Design team, we don’t just follow trends—we set them. We offer an international community where your imagination can shape the future of flight, and where “impossible” is simply the starting point for our next innovation.

Are you ready to design the future of premium aviation? Apply now by uploading your CV and completing our application form to join our award-winning team in Doha.

How do you envision the role of digital innovation in further personalizing the premium onboard experience? 

More information

Job Location : Qatar-Doha
City : Doha
Company Name : Qatar Airways Group
Closing Date : 2026-04-23

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