Voice of the Customer Manager at Qatar Airways

Doha, , Qatar -

Full Time

Start Date

Immediate

Expiry Date

09 Sep, 26

Salary

0.0

Posted On

11 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Voice of Customer (VoC), Consumer Insights, Customer Segmentation, Journey Mapping, Data Analysis, Qualitative Research, NPS/CSAT, Stakeholder Management, Executive Reporting, Dashboard Design, UX Testing, Market Benchmarking

Industry

Airlines and Aviation

Description

What You’ll Lead (Strategic Impact) Shape and continuously evolve the Voice of Customer (VoC) strategy across every passenger touchpoint at HIA—from landside to airside, lounges to retail—ensuring our passenger insight directly informs long-term planning, CX strategy, and commercial priorities. Bring the passenger to life by building robust segmentation models, personas, and end-to-end journey maps (e.g., premium, family, PRM, transfer, O&D), enabling teams to design experiences and services based on real passenger needs—not assumptions. Translate data into influence by creating compelling, executive-level insight packs with clear “so what” narratives, supporting decision-making at APC, CX & Brand Committee, and key project forums. Champion a truly insight-led culture, embedding VoC data into major design, technology, and investment decisions—reducing reliance on anecdotal inputs and strengthening evidence-based governance. Collaborate closely with Qatar Airways (QR), Qatar Duty Free (QDF), and Qatar Aviation Services (QAS) to connect satisfaction insights with loyalty, dwell time, and commercial spend—unlocking a holistic understanding of passenger behavior and value. Keep HIA at the forefront of global excellence by benchmarking our VoC programme against leading airports and industry standards (e.g., Skytrax, ACI ASQ), and introducing innovative approaches to passenger insight. Identify what matters most to passengers by uncovering pain points and opportunities through deep analysis, and translate these into a clear, prioritised improvement roadmap that feeds into CX and business planning cycles. Ensure the highest standards of data governance and ethical research, safeguarding passenger privacy and aligning with local regulations and global best practice. What You’ll Drive (Operational Excellence) Own and optimise HIA’s end-to-end VoC ecosystem—spanning surveys (CSAT/NPS), QR/SMS feedback, digital channels, social listening, and complaints analytics—to maximise insight coverage across all touchpoints. Go beyond the numbers by leading qualitative research initiatives (e.g., interviews, journey shadowing, mystery shopping, UX testing) to uncover deeper behavioural insights that shape impactful CX improvements. Close the loop on feedback by partnering with operational teams to act on insights, track resolutions, and, where relevant, communicate back to passengers—demonstrating that feedback drives real change. Manage and enhance VoC technology platforms, ensuring accuracy, reliability, and seamless integration with business intelligence systems. Coordinate on-the-ground research activities across the airport, working closely with operations and security to deliver insights without disrupting passenger flow. Provide timely, high-impact insight briefs during critical moments (e.g., disruptions, peak periods, new launches), equipping leadership with real-time passenger sentiment to guide decisions. Lead external research partnerships, ensuring strong governance across scope, quality, and budget, and delivering outputs that meet HIA’s high standards. Build organisational capability by empowering stakeholders across functions to confidently interpret and apply passenger insights in their day-to-day decisions. Maintain a centralised, accessible insights repository—ensuring data, reports, and persona frameworks are organised, up-to-date, and easy to leverage across the business. Who We’re Looking For You bring a strong foundation in consumer insights and a passion for understanding customer behaviour, combined with the ability to translate data into meaningful action. Qualifications & Experience Bachelor’s Degree or equivalent, with a minimum of 6 years of relevant experience Proven experience (typically 5–8 years) in consumer insights, Voice of Customer (VoC), or related roles Skills & Expertise Strong command of the English language, with the ability to clearly communicate insights to a range of audiences Ability to identify and articulate meaningful differences across customer segments, turning complex data into clear, actionable narratives Hands-on experience with survey tools and feedback collection platforms Demonstrated ability to design impactful VoC dashboards and deliver compelling presentations for stakeholders Leadership & Team Contribution Confident in setting direction, prioritising work, and managing workflows to deliver results Strong mentoring and coaching capabilities, with a genuine interest in developing others Ability to foster collaboration and build a high-performing, team-oriented environment

Responsibilities

Lead the Voice of Customer strategy to evolve passenger experiences through segmentation, journey mapping, and data-driven insights. Manage the end-to-end VoC ecosystem, including surveys and qualitative research, to inform long-term planning and commercial priorities.