Customer Experience Engagement Manager | Product Development and Design

• Closing Date: 2026-07-31

At Qatar Airways, the passenger experience spans every moment of the journey — from the first point of contact before departure, through the lounge, the gate, the flight itself, and beyond. While Qatar Airways' Product Development and Design division is responsible for the design, development, and standards of all onboard product areas — including aircraft interiors, onboard equipment and amenities, inflight entertainment and connectivity, and food and beverage — the Customer Experience Design function takes a wider view. We champion the consistency, coherence, and quality of the entire passenger journey, ensuring that the world-class onboard experience PDD creates sits within a journey that feels equally considered, connected, and unmistakably Qatar Airways at every touchpoint.

Join our PDD team and lead the function that sets the standard for how Qatar Airways serves its passengers onboard, and champions the coherence of the entire journey around it.

About the Role

As CX Engagement Manager, you 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. Your role is to ensure that the strategic intent of the CX team is translated into coherent, well-communicated programmes that land effectively across the functions and touchpoints that shape the passenger journey — from pre-departure through to post-flight.

You will own the development of key CX alignment frameworks including customer communication strategy, connected journey strategy, and personalisation strategy, working across the organisation to ensure these are developed collaboratively, communicated clearly, and adopted consistently. This is not a marketing or campaign management role. You are a CX transformation enabler — ensuring that the right conversations happen, the right frameworks are in place, and the right people are aligned around a shared vision of the end-to-end passenger experience. You will draw on the research and intelligence produced by the PDD Research and Strategy function to ensure transformation initiatives are grounded in evidence and aligned with the division's broader strategic direction.

As part of your role, your responsibilities will be inclusive of, but not limited to the following:

CX Transformation and Alignment

• Lead the development of key CX transformation frameworks on behalf of the Senior Manager, including customer communication strategy, connected journey strategy, personalisation strategy, and customer care alignment — ensuring these cover the full passenger journey from pre-departure to post-flight
• Manage the cross-functional engagement process that brings together owners of different journey touchpoints to align on CX transformation priorities, ensuring outcomes are documented, followed up, and tracked through to implementation
• Draw on research, insight, and strategic intelligence from the PDD Research and Strategy function to ensure transformation frameworks are evidence-based and aligned with the division's strategic direction
• Act as the primary relationship manager for CX alignment across functions including ground operations, lounge management, cabin crew, digital, and commercial teams, building the connections that enable the journey alignment mandate of the Senior Manager to be delivered at pace

Customer Communication and Journey Strategy

• Develop and maintain Qatar Airways' customer communication strategy from a CX perspective, ensuring that communications across the full passenger journey — from pre-departure through to post-flight — are consistent, coherent, and aligned with the brand and service standards
• Support the development of the connected journey strategy, working with digital, IFEC, and commercial teams to ensure the passenger experience across physical and digital touchpoints is coherent and complementary
• Contribute to the personalisation strategy, ensuring customer-facing teams and functions have a clear framework for how personalisation should be delivered consistently across the full journey

Engagement and Stakeholder Management

• Manage stakeholder engagement for CX initiatives, preparing briefing materials, facilitating workshops, and maintaining momentum across complex, multi-function programmes
• Support the Senior Manager in preparing executive communications, steering committee materials, and cross-functional alignment documentation
• Monitor the progress of CX transformation initiatives, tracking adoption, identifying barriers, and escalating risks or issues to the Senior Manager in a structured and timely manner

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.

About You

Bachelor's Degree in Business, Communications, Hospitality, or a related discipline. Minimum 6 years of experience in customer experience, transformation programme management, or cross-functional engagement in a complex, premium environment.

Essential

• Proven experience managing cross-functional CX or transformation initiatives, with a track record of landing complex programmes across multiple stakeholder groups
• Strong written and verbal communication skills, with the ability to translate complex strategic concepts into clear, compelling communications for diverse audiences
• Experience developing customer-facing strategy frameworks including communication strategy, journey strategy, or personalisation in a premium or complex multi-touchpoint environment covering multiple journey stages
• Ability to draw on research and insight outputs to ground transformation frameworks in evidence, working effectively with centralised research and strategy functions
• Strong stakeholder management and facilitation skills, with the ability to build relationships and drive alignment across functions without direct authority
• Candidates from premium hospitality, luxury travel, CX transformation, or service design backgrounds are strongly encouraged to apply

Preferred

• Familiarity with connected journey and personalisation frameworks in a premium consumer or travel context
• Experience working alongside or within a service standards or product development function
• Exposure to customer care strategy and its integration with the broader end-to-end passenger experience

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So, whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries and be part of a truly global community.

How to apply

If you’re ready to join a progressive team and have a challenging and rewarding career, then apply now by uploading your CV and completing our quick application form.