Customer Experience Quality Specialist

Qatar Airways; Malaysia; On-site; MYR 242,000 - 304,000; Full time

Job summary

A leading airline company is seeking a Customer Experience Quality Specialist in Malaysia to conduct comprehensive audits of the customer journey in both digital and physical environments. You will analyze key performance metrics and collaborate with cross-functional teams to drive improvements in customer satisfaction. Candidates should have a Bachelor's degree and at least 5 years of experience in customer experience audits, particularly in luxury settings. Strong skills in data interpretation and excellent communication abilities are essential.

Qualifications

• Minimum of 5+ years of experience leading customer experience quality audits.
• Experienced in luxury hospitality, Michelin Star restaurants, or full-service airlines.
• Ability to translate complex data into actionable recommendations.

Responsibilities

• Conduct comprehensive audits of the customer journey as a mystery shopper.
• Analyze customer feedback and industry trends for strategic improvements.
• Collaborate with teams to implement service enhancements.

Skills

Customer experience audits

Data interpretation

Communication skills

Collaboration skills

Attention to detail

Proactive mindset

Education

Diploma/Bachelor's degree or equivalent

Tools

MS Office

Power BI

Qualtrics

Pisano

Job description

Customer Experience Quality Specialist | Product Development & Design

Posted today

Location: Qatar - Doha

Job family: Corporate & Commercial

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 shapes the future of airline experiences.

About the Role

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.

Responsibilities

• 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.

Qualifications

• Diploma/Bachelor's degree or equivalent with minimum 5+ years of experience leading end‑to‑end customer experience quality audits for digital, product, service design and/or operations in luxury hospitality, Michelin Star restaurants, cruise liners, or full‑service airlines.
• Intermediate to advanced skill in MS Office and visualization tools such as Power BI, Pisano, Qualtrics.
• Experience in a customer‑facing role with supervisory experience.
• Excellent understanding of customer experience and ability to interpret complex data and translate insights into actionable recommendations.
• Exceptional communication and collaboration skills to influence stakeholders and drive change.
• A proactive mindset, attention to detail, and commitment to maintaining the highest standards of excellence.
• Strong understanding of digital platforms, customer engagement strategies, and emerging trends.

How to Apply

If you’re ready to join a progressive team and have a challenging and rewarding career, upload your CV and complete the application form.