Ground Experience Specialist - Ground Services Management

Ab Out The Role

We are currently recruiting for Ground Experience Specialist within Ground Services Management in Doha.

The successful candidate will be responsible for supporting the line manager in identifying and capturing business objectives related to Customer Ground Experience projects as well as business processes improvements pertaining to Customer Journey. You will assist line manager in the business process analysis and Customer Experience quality enhancements. You are responsible to prepare, organize, monitor and track Customer Experience project deliverables and outcomes including preparation of preliminary reports in relation to schedule resources and timelines. You will involve in all stages of CX related projects cycles through in-depth research and analytics, strategy definition pitching projects to Senior managements, briefing design, end to end implementation and product communication. Also you will contribute towards an enhanced Customer Ground Experience proposition by realizing Customer Ground Experience concepts.

Specific Responsibilities Include

• Assist line manager in preparation of materials, documents and presentation required for the implementation of Customer Experience projects and initiatives. Liaise with respective stakeholders and assist the team in preparation and implementation.
• Take responsibility in the documentation, communication and roll out of Customer Experience projects including assessment of existing procedures for potential enhancement.
• Assist line manager in arranging for necessary trainings for ongoing projects by coordinated with all stakeholders and following up/tracking progress made periodically.
• Deal with Customer pain points by identifying problem areas, provide quick corrective actions and service recovery options if applicable.
• Investigate and action all operational discrepancies and complaints received from concerned departments and recommend course of action to respective Line Manager.
• Collaborate with relevant stakeholders to create and implement Customer Experience surveys and other operational surveys as and when required.
• Extract and analyze data captured from customer surveys and create reports to management to identify customer satisfaction levels , trends, gaps as well as opportunities for improvement.
• Prepare and maintain monthly reports and analysis to track performance of ongoing CX initiative to support strategic and tactical adjustments. Submit project status and progress report.
• P lay an active role in communicating, coordinating and implementing plans of special improvement projects which are geared towards improving the overall performance of Customer Experience at airports and 3rd Party lounges.
• Identify Trends and raise red flags to Management wherever a business process needs correction to ensure a seamless Customer Experience.
• Perform other department duties related to his / her position as directed by the Head of the Department.
  
  

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.

Job Posting

Jul 21, 2025, 7:08:46 PM

About You

The successful candidate will have the following qualifications and job specific skills:

• High School Qualification / Vocational Qualification /Diploma with Minimum 5 years of job -related experience
  
  

Or

• Bachelor’s Degree or Equivalent with Minimum 4 years of job-related experience.
• Relevant experience in Airport/airline Operations.
• In-depth knowledge on Customer experience
• Excellent English written and communication skills
  
  

Job Specific Skills

• Proficient in creating impactful reports and presentations for executive-level communication.
• Demonstrated ability to manage and advance multiple projects concurrently.
• Strong analytical and practical problem-solving capabilities.
• Professional experience in Microsoft Office tools (including Excel, and PowerPoint).
• Excellent interpersonal and relationship-building skills with key decision-makers.
  
  

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 have what it takes to be part of our 5-star team, please take the first step and apply now by uploading your CV and completing the online application.