Customer Experience Analyst - Qatar Airways
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Job Description
About the role
The air freight industry landscape is entering an accelerated phase of change and transformation. From digitalising the endtoend value chain to fortifying a true ecommerce experience to the launch of digital freight marketplaces and much more. At Qatar Airways Cargo we recently launched our VISION 2027 Roadmap as part of The Next Generation programme. The roadmap encapsulates the journey to bring about changes both internally and externally with the objective to simplify business engagements with Qatar Airways Cargo regardless whether the task on hand is complex or simple.
To support our VISION 2027 roadmap we are looking for talents the bold the imaginative and the changemaker. All of whom will support Qatar Airways Cargos position as a true leader in the air freight industry. If you want to make an impact to grow your experience and to challenge your comfort zone then join us at Qatar Airways Cargo and be part of The Next Generation of changemakers.
Become the ambassador and the orchestrator of Qatar Airways Cargo VISION 2027.
We are pleased to announce this incredibly exciting opportunity to be part of Qatar Airways Cargo Customer Experience team as a Customer Experience Analyst in our office in Doha.
Join the #MovedByPeople family and leave a mark as part of the Cargo Customer Experience team.
This will include the development of scalable and drillable reports visual analytic suites adhoc analysis and indepth analysis at the channel/region/market/segment levels for CRM purposes. Identify relevant business segments while utilizing various customer data sources available both internally and externally. Provide customer data insights actionable at each customer touch point through the development of relevant visualizations of customer value drivers.
- Participate in the development of CRM reports by building prototypes in order to better understand the market and customers of Qatar Airways Cargo. Maintain a CRM repository of monthly reports and initiatives in order to track insights and analysis and monitor the progress.
- Prepare and maintain monthly reports and analysis to track performance of ongoing programs to support strategic and tactical adjustments.
- Implement research and adhoc studies to assess the airlines commercial performance and compare it with other airlines regionally and worldwide in order to remain competitive in the market.
- Review industryleading report systems and tools to ensure leading best practices are applied to CRM and customer research.
- Participate in the definition and analysis of the Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) surveys as part of the Voice of the Customer (VOC) initiative by collaborating with internal stakeholders. This also includes monitoring the progress of improvement initiatives such as system enhancements planned in response to the survey results.
- Provide data driven insights on customer behaviour by using various data points such as the Customer 360 in order to enhance the customer experience.
- Provide timely accurate and actionable information to the Sales and Service departments as part of Customer Journey mapping in order to strive towards delivering excellence at each customer touch point and ultimately to minimise negative feedback.
- Monitor effectiveness of reporting and analytics used to ensure optimal value to the business modifying or operationalising new metrics and dashboard products as needed
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. Youll 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 whats never been done before.
Together everything is possible
- Bachelors Degree with a major in mathematics computer science economics or finance with an added specialization in revenue management (preferred).
- 4 years related experience in Airlines.
- Previous experience in Cargo Revenue Management or any other Cargo department (Operations Sales or Customer Service)
- Knowledge of Cargo reservation and tracking system overall cargo operations and set up is necessary.
- Very good command in English and have excellent computer skills (Word Excel)
- Specialist skills in different analytical and visualization systems and tools such as SAS SQL Power Bl SAP Lumira
- Skills in data extraction transformation and visual analytics
About Qatar Airways Group
Our story started with four aircraft. Today we deliver excellence across 12 different businesses coming together as one. Weve grown fast broken records and set trends that others follow. We dont slow down by the fear of failure. Instead we dare to achieve whats never been done before.
So whether youre 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 youre 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.
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Employment Type
Full Time
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