113 Customer Engagement jobs in Qatar

The Customer Experience Specialist will be responsible for enhancing the overall customer journey and ensuring seamless interaction across both digital and physical service channels. The role combines customer experience expertise with knowledge of digital platforms, UX/UI, and service design to improve satisfaction, drive adoption of digital channels, and build trust through accessible and user-friendly services.

• Map and analyze end-to-end customer journeys across online and offline touchpoints.

• Design strategies to enhance customer experience across all service channels.

• Develop KPIs to measure customer experience and service effectiveness.

• Use feedback, usability testing, and data analytics to improve service delivery.

• Manage and enhance digital channels (website, chatbot, mobile applications).

• Define and enforce UI/UX and accessibility standards.

• Lead implementation of digital self-service tools.

• Collaborate with internal departments and external stakeholders to improve services.

• Bachelor’s degree in Business Administration, Digital Design, IT, Communications, Public Administration, or related field.

• Master’s degree (MBA, Public Administration, or Digital Transformation) preferred.

• Professional certifications in CX, Service Design, or UX/UI (e.g., CCXP, HFI, Design Thinking) are an advantage.

• 7–10 years of experience in customer experience, service design, or digital product/UX management , preferably in government/public sector .

• Strong knowledge of journey mapping, service design, and digital service delivery standards .

• Experience with digital platforms (websites, mobile apps, chatbots).

• Familiarity with data analysis, usability testing, and reporting tools .

• Strong communication, stakeholder engagement, and problem-solving skills.

• Fluency in English (Arabic is an advantage).

• Customer Journey Mapping

• Service Design & CX Methodologies

• UX/UI Standards & Accessibility

• Digital Transformation & Innovation

• Stakeholder Collaboration

• Data-Driven Decision Making

• Investigate spikes in support tickets, dissatisfaction scores (CSAT/NPS), and negative outcomes across journeys.
• Conduct deep-dive root cause analysis on operational or experience-related issues using structured and unstructured data.
• Develop frameworks to categorize and quantify the impact of systemic CX issues.
  
  

• Analyze customer lifecycle data to understand key drop-off points and churn predictors.
• Build dashboards and recurring reports tracking retention, reactivation, and re-order behavior.
• Identify cohorts at risk and provide insights for lifecycle interventions.
  
  

• Partner with Data and Product teams to map behavioral patterns across acquisition, onboarding, and engagement.
• Design and run analyses to evaluate the impact of experiments and personalization efforts.
• Translate findings into opportunities to improve support workflows, user flows, and proactive CX strategies.
  
  

• Deliver insight-packed presentations and reporting to stakeholders across CX, Growth, Product, and Strategy teams.
• Collaborate with CRM and VoC owners to inform messaging, targeting, and support enhancements.
• Support the continuous improvement of CX KPIs and feedback loops.
  
  

• 3–5 years of experience in analytics, customer insights, or business intelligence roles in tech, consumer, or service industries.
• Strong knowledge of customer lifecycle and retention metrics (e.g., LTV, churn rate, cohort analysis, stickiness).
• Experience conducting root cause analysis using both structured data (e.g., tickets, KPIs) and unstructured data (e.g., chat logs, tags).
• Advanced proficiency in SQL and at least one BI tool (e.g., Looker, Tableau, Power BI).
• Ability to manipulate and analyze large datasets to find actionable insights.
• Strong problem-solving skills and a hypothesis-driven approach to analysis.
• Excellent written and verbal communication skills, with experience presenting to cross-functional stakeholders.
• A growth mindset and curiosity about customer behavior.
  
  

• Experience working with CX tools (e.g., Zendesk, Intercom) and tagging frameworks.
• Background in experimentation (A/B testing, test vs. control).
• Familiarity with customer segmentation, recommender systems, or churn modeling.

A Little Bit About Us:
At Snoonu , we believe that technology has the power to make anything possible. Our Vision is to be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time. Our Mission is to radically transform how people live by leveraging technology to connect them with endless possibilities. Values We Live By:

Be Customer Obsessed:
Focus on the customer and all else will follow.

Act with Integrity: We are honest, ethical, and trustworthy in everything we do.

Be Curious and Creative:
We constantly innovate and create solutions to bring a lasting positive impact.

Lead by Example and Take Ownership:
Be the change you want to see and take ownership.

Work Smart and Deliver Results: You can do more by doing less, better, and faster.

It's All About People:
Be a team player; together, we are stronger.

About the Role:

We’re seeking a Customer Experience Analyst who will lead investigations into customer pain points, retention barriers, and behavior patterns. This role is essential to uncovering what drives customer churn, identifying root causes of negative experiences, and delivering data-backed insights that help Snoonu grow and retain its user base.

You’ll partner across teams to inform strategic decisions, power automated solutions, and create dashboards and reports that tell a compelling story behind the data. If you have a passion for customer behavior, analytical storytelling, and translating insights into impact — we’d love to hear from you.

What You’ll Do:

Root Cause & Issue Analytics

• Investigate spikes in support tickets, dissatisfaction scores (CSAT/NPS), and negative outcomes across journeys.
• Conduct deep-dive root cause analysis on operational or experience-related issues using structured and unstructured data.
• Develop frameworks to categorize and quantify the impact of systemic CX issues.

Retention & Churn Analysis

• Analyze customer lifecycle data to understand key drop-off points and churn predictors.
• Build dashboards and recurring reports tracking retention, reactivation, and re-order behavior.
• Identify cohorts at risk and provide insights for lifecycle interventions.

Behavioral Segmentation & Journey Mapping

• Partner with Data and Product teams to map behavioral patterns across acquisition, onboarding, and engagement.
• Design and run analyses to evaluate the impact of experiments and personalization efforts.
• Translate findings into opportunities to improve support workflows, user flows, and proactive CX strategies.

Insight Delivery & Stakeholder Influence

• Deliver insight-packed presentations and reporting to stakeholders across CX, Growth, Product, and Strategy teams.
• Collaborate with CRM and VoC owners to inform messaging, targeting, and support enhancements.
• Support the continuous improvement of CX KPIs and feedback loops.

We’re Excited About You Because You Have…

• 3–5 years of experience in analytics, customer insights, or business intelligence roles in tech, consumer, or service industries.
• Strong knowledge of customer lifecycle and retention metrics (e.g., LTV, churn rate, cohort analysis, stickiness).
• Experience conducting root cause analysis using both structured data (e.g., tickets, KPIs) and unstructured data (e.g., chat logs, tags).
• Advanced proficiency in SQL and at least one BI tool (e.g., Looker, Tableau, Power BI).
• Ability to manipulate and analyze large datasets to find actionable insights.
• Strong problem-solving skills and a hypothesis-driven approach to analysis.
• Excellent written and verbal communication skills, with experience presenting to cross-functional stakeholders.
• A growth mindset and curiosity about customer behavior.

Preferred Qualifications

• Experience working with CX tools (e.g., Zendesk, Intercom) and tagging frameworks.
• Background in experimentation (A/B testing, test vs. control).
• Familiarity with customer segmentation, recommender systems, or churn modeling.

Company Description

Founded in 2016, 365 Adventures is a Destination Management Company specializing in travel services across the Middle East, including Qatar, UAE, KSA, and Oman. Our services range from day tours and hotel bookings to team-building activities and sports fan management. Since 2022, we have provided over 200,000 services to guests worldwide, connecting travelers with local experts for authentic experiences. Join us to explore the culture and heritage of the Arabian Peninsula.

About this job:

As a Customer Experience Specialist, you will serve as the primary point of contact for our customers, ensuring their interactions with our company are seamless, positive, and memorable.

Location:
Remote (Open to applicants based in Pakistan)

Employment Type:
Full-time

Level:
Entry-level

Timing:
Afternoon/Evening Shift

Your role will involve:

• Handling customer inquiries, concerns, and feedback through various communication channels (phone, email, chat, social media, etc.)
• Providing accurate information about our products/services, assisting customers with their purchasing decisions, and offering solutions to their problems.
• Resolve customer complaints effectively and efficiently, aiming for first-contact solutions whenever possible.
• Collaborate with cross-functional teams to address customer needs and provide overall customer satisfaction.
• Analyze customer feedback to identify trends, issues, and areas for improvement.
• Contribute to the development and implementation of customer service policies and procedures.
• Maintaining a deep understanding of our products/services to offer personalized recommendations and assistance.
• Assisting guests with their booking procedures and making their reservations.
• Assisting operations and accounts teams with relevant information they require.

Qualifications:

• Proven experience in a customer-focused role, preferably as a Customer Experience Officer or similar.
• Excellent communication skills in English (both written and verbal)
• Knowing Arabic is a bonus.
• Strong problem-solving and interpersonal skills.
• Empathy and a genuine desire to help customers.
• Ability to handle challenging situations with professionalism and poise.
• Strong attention to detail and organizational abilities.

Responsibilities

• Manage service bookings by scheduling, confirming, following up with customers for show up and conduct retention activities to bring back lapsed service customers.
• Ensure high first call resolution by resolving queries effectively.
• Follow structured complaint handling protocols to ensure a seamless resolution process.
• Collaborate with internal teams to enhance customer journeys and service efficiency.
• Maintain accurate CRM records in our system.
• Support quality assurance compliance and policies.
• Participate in quarterly training programs to develop CX skills and knowledge.

Qualifications

• 1-3 years' experience in a customer service sales or contact center role.
• Previous experience in automotive, retail or hospitality industries is a plus.

Required Skills

• Experience with CRM systems (Salesforce) and telephony platforms (Geneysys) is preferred.
• Understanding of lead qualification and customer engagement techniques.
• Knowledge of service booking management and retention techniques.
• Familiarity with quality assurance standards and compliance protocols.
• Basic understanding of automotive industry processes.
• Technical proficiency in any CRM & Telephony systems( Salesforce, Geneysys is a plus)
• Excellent verbal & written communication skills in English & Arabic is Must.
• Strong negotiation and persuasion abilities to improve conversion rates.
• Technical proficiency in CRM & telephony systems (Salesforce, Genesys)

· Enhance the company's image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.

· To do welcome calls for the customers based on the previous day customer registrations of all the branches, collect the feedbacks about the customer experience and enter the details in the Welcome Calls system.

Update strategic partnership(s) and product value add messages to customers Key account customers.

Support in achieving departmental target of customer acquisition and maintain database of customers contacted as part of acquisition drive.

Monitor service standards of branches while addressing customer queries over phone by doing regular mystery calls to the branches and hence ensuring all branches are adhering to the expected level of telephone etiquettes and proper customer handling through the telephone, which is one of the major customer touch points.

· Maintain database of customer calls, emails and suggestion forms updated on monthly basis and retrievable upon requirement.

· GHQ escalations tracker should be maintained by updating queries attended through call back requests.

Job Types: Full-time, Permanent

Pay: Up to QAR3,000.00 per month

Education:

• Bachelor's (Required)

Experience:

• Customer Service: 1 year (Preferred)

Language:

• English (Required)
• Hindi (Required)

Location:

• Doha (Required)

Job title

Customer Experience Supervisor

Ref #

Location

Qatar - Doha

Job family

Customer Service

• Closing date: 28-Sep-2025

About the Role

Supervise all aspects related to passenger handling, check-in, boarding gates, Lost & Found, flight handling, customer service, special handling, safety, standards and procedures, offices, ramp and arrivals (but not limited to) within the area of responsibility at the airport premises with general direction from the Duty Officer

Responsibilities

• Allocate the manpower resources appropriately on a shift basis in order to maximize proper front-line staff utilization with assurance that they are all trained on airport procedures and special handling policies.
• Research and analyze various options (during flight disruptions, miss-connections) to coordinate with other airline staff to take prompt decisions with regards to: re-routing of passengers, provision of accommodation with facilities in order to minimize loss of revenue for the airline and concurrently ensure that customers' trust is retained.
• Compile detailed flight reports to ensure services are delivered as per stipulated international /local standards within the established precision timings and make sure it is submitted to the Duty Officer Customer Services at all times.
• Comprehensively plan and organize the handling of 'critical' OAL flights through liaison with Reservation services, Station Managers / Reps. - other airlines, Hotels, Airport Authorities, and internal Departments, in order to secure prior arrangements to effectively deal with demanding situations such as, but not limited to: Denied Boarding of Passengers, Downgrading of Aircraft, Flight Delays/Cancellations, etc.
• Control & coordinate all passenger handling activities, in order to ensure services are delivered as per stipulated international/local standards within the established precision timings. Maintain a comprehensive log of all incidents and flight related information (Incident Report).
• Meet & assist commercially important people and VIPs travelling on the flight, in order to ensure that due attention is given to meet their expectations and status needs thereby securing their goodwill and enhance image of QAS and the Airline.
• Ensure proper planning and controlling for the activities and manpower within the shift to meet the operational requirement & optimize utilization.
• Monitor the resources and equipment in Customer Care section at the Ramp and inside the Terminal in accordance to the operational requirement and signed contracts.
• Prepare & submit the shift detailed report at the end of duty period.
• Perform other department duties related to his/her position as directed by the Head of the Department

About you

Essential

• College Diploma or Equivalent.

• Minimum 3 years of job-related experience.

• Proficiency in spoken and written English.

• Good understanding of Resource Management.
• Strong mentoring and coaching skills.
• Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members.
• Has the required knowledge to discuss and finalize delays related to Customer Care activities.
• Has the ability to make gap analysis and suggest for corrective/preventive actions.

Preferred

• Proficiency in Passenger Handling Procedures and the Departure Control Systems in use at Hamad International Airport.
• Command over spoken and written Arabic.
• Can speak and understand other languages.

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

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.

Job Type: Freelancer (Remote)

Role

As a Customer Experience Analyst , you will be responsible for analyzing customer behavior, identifying usability issues, and ensuring our platform offers clarity, efficiency, and satisfaction for every user. You will use Google Analytics, customer feedback to improve both our website and mobile application experiences, while also drafting key documentation such as BRDs and SRS to support product development.

Responsibilities

1. Analyze customer journeys to identify friction points and propose improvements.
2. Use Google Analytics & behavioral insights to track user flows, drop-offs, and conversion performance.
3. Conduct usability testing and provide actionable recommendations for clarity and customer satisfaction.
4. Draft Business Requirement Documents (BRDs) and Software Requirement Specifications (SRS) and others.
5. Collaborate with product, development, and marketing teams to align design with business goals.
6. Work in test environment to finds bugs and inconsistencies.
7. Ensure smooth handoffs to developers and validate post-launch performance.

Qualifications

1. Proven experience as a Customer Experience Analyst or IT Business Analyst
2. Experience with Google Analytics & Clarity for customer experience analysis.
3. Knowledge of user journey mapping, usability testing, and conversion optimization.
4. Strong documentation skills (BRDs, SRS).
5. Excellent communication skills and ability to collaborate with cross-functional teams.
6. (Preferred) Bachelor's degree in Human-Computer Interaction, IT, or related field.