Manager CX Design – HIA Applications

• Closing date: 20-Nov-2025

JOB PURPOSE

The Manager CX Design will drive creating world class digital experiences across Hamad International Airport’s (HIA) digital applications. The scope includes all HIA B2C digital applications (except the airline’s B2C). This leader will build an organization and mindset around innovation and human-centered design best practices from both the travel industry as well as world class innovators in digital and connected experiences across channels.

ACCOUNTABILITIES

Strategic

• Drive a culture and processes that partner with product management and development to create delightful customer experiences.
• Champion user experience across the airport, gathering input from various business lines (MATAR, Ground Services, QAS, Qatar Duty Free).
• Align designed experiences with HIA’s business objectives and KPIs.
• Maintain a creative, entrepreneurial environment.
• Partner with IT and Qatar Airways Digital Product Management for alignment and synergy.
• Design the HIA Digital Experience Strategy for customer interaction across touchpoints.

Operational

• Develop and validate user interaction hypotheses through research.
• Lead digital experience innovation using MVP (Minimum Viable Product) approaches.
• Create user-driven stories and visualizations.
• Drive strategic action through insight and data.
• Work with Marketing and Customer Experience to prioritize and implement digital enhancements.
• Explore and improve mobile/touch-based design.
• Guide design for optimal viewing across devices.
• Integrate design/testing with other teams.
• Continuously review digital touchpoints for improvement.
• Translate business goals into engagement-driving experiences.
• Establish user testing and measurement strategies.
• Maintain documentation, style guides, and standards.
• Ensure a consistent, intuitive user experience across applications.

Qualifications and Experience

• Without a Degree: High School/Vocational/Diploma with minimum 9 years of job-related experience.

• With a Degree: Bachelor’s Degree or equivalent with minimum 8 years of job-related experience.

  
  Essential

• Degree in Experience/Interaction Design, Graphic Design, Information Architecture, Branding, or Marketing (or similar).
• 8 years working on large consumer-centric web and native experiences.
• Experience in global online capacity, Agile methodologies, user testing, A/B and MVT research.
• Expertise in designing for Web, iOS, Android, and responsive/adaptive design.
• Proficiency in Lean UX, Adobe Suite, Sketch, prototyping, design systems.
• Strong communication, persuasion, and negotiation skills.
• Ability to manage multiple projects and collaborate with agencies.
• Experience with pattern libraries and niche audiences.

Job Specific Skills

• Ability to articulate audience segment differences.
• Managerial skills: delegation, workflow management, mentoring, coaching, teamwork.
• Preferably Arabic Speaker