121 Customer Experience jobs in Qatar

About The Role

Welcome to a world where ambitions fly high!

We are pleased to announce an exciting opportunity to be part of our Product Development & Design Division as Customer Experience Quality Specialist in Doha. As the Customer Experience Quality Specialist, you will be responsible to provide subject matter expertise for digital, product, service design and operations through detailed evaluations and testing of all customer touch points and systems (online and in person) to allow stakeholders to make well informed decisions for customer service enhancements, improve operational strategies and help Qatar Airways to enhance competitive edge and customer satisfaction by rapidly evolving. Carryout end to end customer journey audits in a role of a mystery shopper. Track and articulate NPS dashboards, customer rating scores, key drivers and other relevant metrics. Develop and maintain the digital journey report platform. Build a constructive bridge between customer experience design, operations stakeholders and training in order to streamline and improve processes to ensure Qatar Airways service proposition is protected and delivering highest standards in the industry.

Some Of The Tasks Include The Following

• Carry out end to end customer experience quality monitoring audits. Discreetly gather insights on various aspects of customer journey.
• Test all digital systems where customer interacts with the brand, including, but not limited to mobile apps, website, live chat, bots, pop ups and social media. Identify opportunities and propose enhancements to increase and ease customer connection and satisfaction.
• Responsible for understanding current customer proposition, feedback, industry standards, expectations and emerging trends through research, and use this to drive improved customer experience.
• Interact with employees and online platforms on all customer touch points to monitor and gauge customer service.
• Evaluate all ground experience touch points at base and in outstations and build on competitor research to further enhance Qatar's proposition.
• Review and evaluate relevant airport facilities and services in order to enhance the customer experience for all areas.
• Contribute to development of customer journey design, engagement standards and KPl 's for all customer experience touch points for airport, ground, digital and inflight experience.
• Perform other department related duties as directed by Line Manager or Head of 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.

Together, everything is possible.

Job Posting

Jun 24, 2025, 7:37:28 PM

About You

We are looking for a passionate and dynamic professional to join the Product Development and Design.

• High School, Diploma, Bachelor's Degree, or equivalent with a minimum of 5+ years of experience leading end-to-end customer experience quality audits across digital, product, service design, and/or operations-preferably in luxury hospitality or full-service airline environments.
• Proven management experience, driving performance improvements across customer experience initiatives.
• Strong stakeholder management skills with a track record of delivering service insight reporting and strategic recommendations aligned with luxury/premium customer expectations.
• Deep understanding of industry trends, competitor benchmarking, and evolving standards in premium service environments.
• Excellent written reporting, attention to detail, and communication skills, with the ability to influence at senior levels.
• Advanced proficiency in Microsoft Office and data visualization tools such as Power BI or equivalent platforms.
  
  

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're 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.

About The Role

Welcome to a world where ambitions fly high!

We are pleased to announce an exciting opportunity to be part of our Product Development & Design Division as Customer Experience Quality Specialist in Doha. As the Customer Experience Quality Specialist, you will be responsible to provide subject matter expertise for digital, product, service design and operations through detailed evaluations and testing of all customer touch points and systems (online and in person) to allow stakeholders to make well informed decisions for customer service enhancements, improve operational strategies and help Qatar Airways to enhance competitive edge and customer satisfaction by rapidly evolving. Carryout end to end customer journey audits in a role of a mystery shopper. Track and articulate NPS dashboards, customer rating scores, key drivers and other relevant metrics. Develop and maintain the digital journey report platform. Build a constructive bridge between customer experience design, operations stakeholders and training in order to streamline and improve processes to ensure Qatar Airways service proposition is protected and delivering highest standards in the industry.

Some Of The Tasks Include The Following

• Carry out end to end customer experience quality monitoring audits. Discreetly gather insights on various aspects of customer journey.
• Test all digital systems where customer interacts with the brand, including, but not limited to mobile apps, website, live chat, bots, pop ups and social media. Identify opportunities and propose enhancements to increase and ease customer connection and satisfaction.
• Responsible for understanding current customer proposition, feedback, industry standards, expectations and emerging trends through research, and use this to drive improved customer experience.
• Interact with employees and online platforms on all customer touch points to monitor and gauge customer service.
• Evaluate all ground experience touch points at base and in outstations and build on competitor research to further enhance Qatar's proposition.
• Review and evaluate relevant airport facilities and services in order to enhance the customer experience for all areas.
• Contribute to development of customer journey design, engagement standards and KPl 's for all customer experience touch points for airport, ground, digital and inflight experience.
• Perform other department related duties as directed by Line Manager or Head of 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.

Together, everything is possible.

Job Posting

Jun 24, 2025, 7:37:28 PM

About You

We are looking for a passionate and dynamic professional to join the Product Development and Design.

• High School, Diploma, Bachelor’s Degree, or equivalent with a minimum of 5+ years of experience leading end-to-end customer experience quality audits across digital, product, service design, and/or operations—preferably in luxury hospitality or full-service airline environments.
• Proven management experience, driving performance improvements across customer experience initiatives.
• Strong stakeholder management skills with a track record of delivering service insight reporting and strategic recommendations aligned with luxury/premium customer expectations.
• Deep understanding of industry trends, competitor benchmarking, and evolving standards in premium service environments.
• Excellent written reporting, attention to detail, and communication skills, with the ability to influence at senior levels.
• Advanced proficiency in Microsoft Office and data visualization tools such as Power BI or equivalent platforms.
  
  

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’re 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. #J-18808-Ljbffr

About The Role

Welcome to a world where ambitions fly high!

We are pleased to announce an exciting opportunity to be part of our Product Development & Design Division as Customer Experience Quality Specialist in Doha. As the Customer Experience Quality Specialist, you will be responsible to provide subject matter expertise for digital, product, service design and operations through detailed evaluations and testing of all customer touch points and systems (online and in person) to allow stakeholders to make well informed decisions for customer service enhancements, improve operational strategies and help Qatar Airways to enhance competitive edge and customer satisfaction by rapidly evolving. Carryout end to end customer journey audits in a role of a mystery shopper. Track and articulate NPS dashboards, customer rating scores, key drivers and other relevant metrics. Develop and maintain the digital journey report platform. Build a constructive bridge between customer experience design, operations stakeholders and training in order to streamline and improve processes to ensure Qatar Airways service proposition is protected and delivering highest standards in the industry.

Some Of The Tasks Include The Following

Carry out end to end customer experience quality monitoring audits. Discreetly gather insights on various aspects of customer journey. Test all digital systems where customer interacts with the brand, including, but not limited to mobile apps, website, live chat, bots, pop ups and social media. Identify opportunities and propose enhancements to increase and ease customer connection and satisfaction. Responsible for understanding current customer proposition, feedback, industry standards, expectations and emerging trends through research, and use this to drive improved customer experience. Interact with employees and online platforms on all customer touch points to monitor and gauge customer service. Evaluate all ground experience touch points at base and in outstations and build on competitor research to further enhance Qatar's proposition. Review and evaluate relevant airport facilities and services in order to enhance the customer experience for all areas. Contribute to development of customer journey design, engagement standards and KPl 's for all customer experience touch points for airport, ground, digital and inflight experience. Perform other department related duties as directed by Line Manager or Head of 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.

Together, everything is possible.

Job Posting

Jun 24, 2025, 7:37:28 PM

About You

We are looking for a passionate and dynamic professional to join the Product Development and Design.

High School, Diploma, Bachelor’s Degree, or equivalent with a minimum of 5+ years of experience leading end-to-end customer experience quality audits across digital, product, service design, and/or operations—preferably in luxury hospitality or full-service airline environments. Proven management experience, driving performance improvements across customer experience initiatives. Strong stakeholder management skills with a track record of delivering service insight reporting and strategic recommendations aligned with luxury/premium customer expectations. Deep understanding of industry trends, competitor benchmarking, and evolving standards in premium service environments. Excellent written reporting, attention to detail, and communication skills, with the ability to influence at senior levels. Advanced proficiency in Microsoft Office and data visualization tools such as Power BI or equivalent platforms.

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’re 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. #J-18808-Ljbffr

About the role

You will be responsible in preparing, arranging and optimizing the rosters for Al Maha and Lounge staff members under Customer Experience.

You will ensure all roster related activities are maintained, prepared within the deadlines by prioritising as per the operational requirements.

You will be responsible in managing, planning and scheduling adequate coverage while ensuring that it is in compliance with company policies and procedures, and requirements from the departments.

You will liaise with departments /staff and respond to their queries efficiently and provide assistance in daily management of rosters based on ad-hoc requirements or developments.

You will maintain and update online systems/database with appropriate data in order to provide reports and to ensure optimum utilization/allocation of resources.

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.

Together, everything is possible

**Qualifications**:
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.

Together, everything is possible

**About you**
- Bachelor's level with minimum 3 years of job-related experience required or High School/Vocational/ Diploma or Equivalent with minimum 4 years of job-related experience.

It is essential to have
- Working knowledge in resource planning and rostering.
- Excellent English communication skills, both verbal and written
- Ability to work collaboratively with various departments

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

As a Safety Instructor, you will be responsible for the delivery of Safety and Emergency Procedures training to the operational personnel and third parties. Training will encompass the correct use of emergency equipment during all phases of operations including initial conversion, requalification and recurrent training, which corresponds with the Qatar Civil Aviation requirements. Your audience will include but not limited to Flight Crew, Cabin Crew and third parties in accordance with the published syllabus and approved trainer guide. You will lead the trainees and ensure that they are empowered and highly motivated through implementation of high safety standards and services.

Safety Instructors are required to maintain a valid flying license in order to operate flights to assess and review the Safety standards onboard.

**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 will 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 has never been done before. Together, everything is possible.

**Qualifications**:
To be successful in this role, you must have a diploma or associate degree. This position requires you to have a total of 7 years of work experience as a Cabin Crew with at least 1 year as a Safety Instructor with a comparable airline.You should have sound understanding of Aviation Safety, excellent communication skills and organizational skills, and be proficient in Microsoft Office suite.

Job Description

About the role

To lead and direct the support services team. Ensuring the highest quality of service is maintained in HIA Lounges. To be hands on and guarantee that a positive work environment with professional standards are practiced so that our internal and external customers are satisfied.

**Your key accountabilities include**:

- Monitor and control daily housekeeping operations as per standard operating procedures (SOP’s).
- To conduct daily briefings with the team and update procedural changes or requirements as necessary.
- Ensure that supporting departments are provided with the assistance they need when it comes to cleaning or maintenance requirements.
- To ensure consistency on the standard of services delivered in the lounges by Housekeeping or other relevant departments.
- To ensure that there is a strict control on stock in terms of financial value and consistent reporting is done on any discrepancies promptly and resolved effectively.
- To ensure the roster of contractors are prepared and monitored to ensure optimum staffing levels.
- Ensure close working relationship with relevant departments with regards to maintenance follow up and schedule of external contractors.
- Ensure that Interaction with suppliers and contractors are maintained to ensure good working relationships.
- Ensuring strict timings are kept and correct grooming standard are maintained while visiting HIA Lounges.
- Assist in resolving customer complaints and collect feedback and forward complicated issues to the Support Services Manager for resolution.
- Actively promote an awareness of customer requirements throughout HIA Lounges.

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.

Together, everything is possible.

**Qualifications**:
**Job Requirement**

**About you**

**Qualifications and Experience**:
**Without a Degree**:**
High School Qualification / Vocational Qualification /Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 3 years of job-related experience** OR**
**With a Degree**:**
Bachelor’s Degree or Equivalent with Minimum 2 years of job-related experience

Preferred
- Previous experience in a leadership role preferably within support services i.e. housekeeping, maintenance in a five-star hotel/or Customer Service related industry.
- Airline experience will be an added advantage.

**Job Specific Skills**:
Essential
- Fully conversant in English
- Good communication skills-verbal and written
- Adequate knowledge and understanding of housekeeping operations
- High level of interpersonal skills with the ability to lead and motivate a team
- Ability to train and develop subordinate's skills.
- Ability to foster teamwork among team members.

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

Job Description

About the role

To lead and direct the support services team. Ensuring the highest quality of service is maintained in HIA Lounges. To be hands on and guarantee that a positive work environment with professional standards are practiced so that our internal and external customers are satisfied.

**Your key accountabilities include**:

- Monitor and control daily housekeeping operations as per standard operating procedures (SOP’s).
- To conduct daily briefings with the team and update procedural changes or requirements as necessary.
- Ensure that supporting departments are provided with the assistance they need when it comes to cleaning or maintenance requirements.
- To ensure consistency on the standard of services delivered in the lounges by Housekeeping or other relevant departments.
- To ensure that there is a strict control on stock in terms of financial value and consistent reporting is done on any discrepancies promptly and resolved effectively.
- To ensure the roster of contractors are prepared and monitored to ensure optimum staffing levels.
- Ensure close working relationship with relevant departments with regards to maintenance follow up and schedule of external contractors.
- Ensure that Interaction with suppliers and contractors are maintained to ensure good working relationships.
- Ensuring strict timings are kept and correct grooming standard are maintained while visiting HIA Lounges.
- Assist in resolving customer complaints and collect feedback and forward complicated issues to the Support Services Manager for resolution.
- Actively promote an awareness of customer requirements throughout HIA Lounges.

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.

Together, everything is possible.

**Qualifications**:
**Job Requirement**

**About you**

**Qualifications and Experience**:
**Without a Degree**:**
High School Qualification / Vocational Qualification /Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 3 years of job-related experience** OR**
**With a Degree**:**
Bachelor’s Degree or Equivalent with Minimum 2 years of job-related experience

Preferred
- Previous experience in a leadership role preferably within support services i.e. housekeeping, maintenance in a five-star hotel/or Customer Service related industry.
- Airline experience will be an added advantage.

**Job Specific Skills**:
Essential
- Fully conversant in English
- Good communication skills-verbal and written
- Adequate knowledge and understanding of housekeeping operations
- High level of interpersonal skills with the ability to lead and motivate a team
- Ability to train and develop subordinate's skills.
- Ability to foster teamwork among team members.

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

Job Description

About the role

To lead and direct the support services team. Ensuring the highest quality of service is maintained in HIA Lounges. To be hands on and guarantee that a positive work environment with professional standards are practiced so that our internal and external customers are satisfied.

**Your key accountabilities include**:

- Monitor and control daily housekeeping operations as per standard operating procedures (SOP’s).
- To conduct daily briefings with the team and update procedural changes or requirements as necessary.
- Ensure that supporting departments are provided with the assistance they need when it comes to cleaning or maintenance requirements.
- To ensure consistency on the standard of services delivered in the lounges by Housekeeping or other relevant departments.
- To ensure that there is a strict control on stock in terms of financial value and consistent reporting is done on any discrepancies promptly and resolved effectively.
- To ensure the roster of contractors are prepared and monitored to ensure optimum staffing levels.
- Ensure close working relationship with relevant departments with regards to maintenance follow up and schedule of external contractors.
- Ensure that Interaction with suppliers and contractors are maintained to ensure good working relationships.
- Ensuring strict timings are kept and correct grooming standard are maintained while visiting HIA Lounges.
- Assist in resolving customer complaints and collect feedback and forward complicated issues to the Support Services Manager for resolution.
- Actively promote an awareness of customer requirements throughout HIA Lounges.

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.

Together, everything is possible.

**Qualifications**:
**Job Requirement**

**About you**

**Qualifications and Experience**:
**Without a Degree**:**
High School Qualification / Vocational Qualification /Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 3 years of job-related experience** OR**
**With a Degree**:**
Bachelor’s Degree or Equivalent with Minimum 2 years of job-related experience

Preferred
- Previous experience in a leadership role preferably within support services i.e. housekeeping, maintenance in a five-star hotel/or Customer Service related industry.
- Airline experience will be an added advantage.

**Job Specific Skills**:
Essential
- Fully conversant in English
- Good communication skills-verbal and written
- Adequate knowledge and understanding of housekeeping operations
- High level of interpersonal skills with the ability to lead and motivate a team
- Ability to train and develop subordinate's skills.
- Ability to foster teamwork among team members.

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

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 Team

Snoonu's Customer Experience Strategy & Operations team delivers transformative strategies that elevate experiences for customers, riders, and merchants. We use data, technology, and customer empathy to power seamless, personalized, and efficient journeys. We operate cross-functionally with Product, Data, Engineering, and Business teams to make Snoonu the most trusted and customer-centric platform in the market.

About The Role

We are looking for a CX Senior Manager to lead the Segmentation & Personalization strategy for Snoonu's Customer Experience function. You will design and scale frameworks that enable us to deeply understand our customers, personalize their journeys, and optimize CX operations based on behavioral and value-based segments. This is a highly strategic role for a data-savvy and customer-obsessed leader with experience building segmentation engines, lifecycle strategies, and targeted interventions across channels.

What You'll Do

Customer Segmentation Strategy

• Own the end-to-end segmentation strategy for all customer archetypes (e.g., new vs. loyal, high-value, churn-risk, promo-seekers).
• Develop dynamic and multi-dimensional customer segments based on behavior, value, frequency, demographics, and lifecycle stages.
• Partner with Data & Analytics to implement segmentation models and maintain data pipelines that support experimentation and automation.
  
  

Personalization Across Touchpoints

• Design personalized CX journeys, interventions, and content strategies across in-app experiences, support flows, and CRM channels.
• Collaborate with Product, Marketing, and Support to tailor experiences, scripts, SLAs, and policies to customer segment needs.
• Leverage ML-driven personalization, customer propensity models, and real-time triggers where possible.
  
  

Lifecycle & Retention Programs

• Build differentiated lifecycle strategies for onboarding, reactivation, and loyalty development.
• Launch test-and-learn initiatives to improve retention, increase engagement, and reduce churn through personalization.
• Measure and optimize campaign performance using rigorous data analysis and experimentation.
  
  

Operational & Strategic Enablement

• Drive adoption of segmentation insights across support, commercial, and operations teams to inform decision-making and prioritization.
• Maintain a segmentation governance framework and continuously refine it based on business evolution and data fidelity.
  
  

Metrics, Analysis & Insight

• Define and track KPIs for segmentation effectiveness (LTV, churn, activation, re-order rate, CSAT).
• Present findings and strategic recommendations to cross-functional stakeholders and senior leadership.
  
  

We're Excited About You Because You Have

• 7+ years of experience in customer strategy, CRM, lifecycle marketing, product analytics, or related roles.
• 3+ years specifically in segmentation, personalization, or customer insights leadership roles.
• Expertise in customer lifecycle frameworks, behavioral analytics, and retention strategy.
• Strong hands-on experience with customer data platforms (e.g., Segment, Braze, Amplitude), and CRM tools (e.g., Iterable, Salesforce Marketing Cloud).
• Proficiency in SQL and BI tools (e.g., Looker, Tableau) for deep customer segmentation and KPI tracking.
• Experience with A/B testing platforms and interpreting experimental data to iterate on personalization strategies.
• Deep understanding of customer value modeling, cohort analysis, and churn risk scoring.
• Experience collaborating with Product and Data Science teams to build or apply ML models (e.g., recommender systems, predictive LTV).
• Outstanding communication, storytelling, and stakeholder influence skills.
• Passion for customer-first thinking, with a mindset of experimentation and continuous improvement.
  
  

Preferred Qualifications

• Experience in a high-growth marketplace, delivery, or subscription-based platform.
• Background in customer journey mapping and VoC (Voice of Customer) analysis.
• Familiarity with privacy and data compliance standards related to personalization (e.g., GDPR, CCPA).