12 Customer Journey jobs in Qatar
Customer Experience Analyst
Lusail
Snoonu
Posted 11 days ago
Job Viewed
Job Description
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.
This advertiser has chosen not to accept applicants from your region.
0
Customer Experience- Customer Service Officer
Doha, Doha
Qatar Airways
Posted today
Job Viewed
Job Description
**About the role**
We are recruiting for the role Customer Services Officer within Customer Contact Centre based in Doha, Qatar.
The Customer Services Officer is responsible for all service delivery aspects of the Contact Centre. You will manage the service quality, service levels and revenue generation through teams in accordance with defined targets. You will implement policies and processes designed to continuously improve operational performance. You will ensure compliance with set standard and procedures.
**Your specific responsibilities include**:
- Responsible for managing Service level of all customer service aspects of the Contact Centre.
- Responsible for achieving all KPIs as outline in the CC KPI Scorecard.
- Implement new skills and new techniques geared towards operational and service excellence,
- Ensuring call quality and high level of customer services
- Assisting the training team in developing recurrent training modules. Coordinating process tests and refresher trainings with Quality and Training team.
- Act as single point of contact for the Customer Services Team with HQ Operation team regarding all operation matters.
- Communicating existing and new policies
- Ensure first call resolution, zero error and operational excellence.
- Provide CC with regular updates and reports on operational performance.
- Make recommendations to CC manager on improving or safeguarding operations performance.
- Responsible for managing Productivity and Efficiency of Agents occupancy and Schedule adherence.
- Perform other department duties related to his/her position as directed by the 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
**About you**
- Relevant Bachelor’s degree or equivalent
- Minimum of 3 years of work experience in Contact Centre environment
- Experience of managing team in excess of 50 people.
- Strong knowledge of Contact Centre Operations and well-versed in all service delivery aspects of contact centre operations.
- Previous experience in managing team in Contact Centre environment
- Good working knowledge of Amadeus and understanding of airline process and procedure is a definite advantage.
- Excellent written and verbal communication skills.
**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
We are recruiting for the role Customer Services Officer within Customer Contact Centre based in Doha, Qatar.
The Customer Services Officer is responsible for all service delivery aspects of the Contact Centre. You will manage the service quality, service levels and revenue generation through teams in accordance with defined targets. You will implement policies and processes designed to continuously improve operational performance. You will ensure compliance with set standard and procedures.
**Your specific responsibilities include**:
- Responsible for managing Service level of all customer service aspects of the Contact Centre.
- Responsible for achieving all KPIs as outline in the CC KPI Scorecard.
- Implement new skills and new techniques geared towards operational and service excellence,
- Ensuring call quality and high level of customer services
- Assisting the training team in developing recurrent training modules. Coordinating process tests and refresher trainings with Quality and Training team.
- Act as single point of contact for the Customer Services Team with HQ Operation team regarding all operation matters.
- Communicating existing and new policies
- Ensure first call resolution, zero error and operational excellence.
- Provide CC with regular updates and reports on operational performance.
- Make recommendations to CC manager on improving or safeguarding operations performance.
- Responsible for managing Productivity and Efficiency of Agents occupancy and Schedule adherence.
- Perform other department duties related to his/her position as directed by the 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
**About you**
- Relevant Bachelor’s degree or equivalent
- Minimum of 3 years of work experience in Contact Centre environment
- Experience of managing team in excess of 50 people.
- Strong knowledge of Contact Centre Operations and well-versed in all service delivery aspects of contact centre operations.
- Previous experience in managing team in Contact Centre environment
- Good working knowledge of Amadeus and understanding of airline process and procedure is a definite advantage.
- Excellent written and verbal communication skills.
**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
This advertiser has chosen not to accept applicants from your region.
1
Customer Experience Delivery Manager
Doha, Doha
Hamad International Airport
Posted 10 days ago
Job Viewed
Job Description
About the role:
Hamad International Airport is seeking a highly skilled and creative individual to join our team as Customer Experience Delivery Manager . If you thrive in a dynamic environment, lead the way in creating exceptional customer journeys, deliver excellence, inspire loyalty, transforming service into memorable experiences and driving performance with a customer-first mindset and can help us to achieve this ambition by:
- Leads the implementation of customer experience strategies in alignment with the airport’s CX vision and strategic priorities to enhance the end-to-end passenger journey and strengthen HIA’s position as a global CX leader.
- Drives cross-functional alignment on CX initiatives through collaboration with internal departments, government stakeholders, and airline partners to ensure a unified and seamless customer experience across all airport touchpoints.
- Champions a data-driven approach to customer experience enhancement in partnership with insights, quality, and digital teams to prioritize high-impact improvements and inform strategic decision-making.
- Manages the delivery of CX improvement projects and initiatives across terminals, landside, airside, and service environments to ensure timely execution, alignment with service standards, and achievement of performance targets.
- Coordinates project governance and reporting with key stakeholders including operations, engineering, IT, and commercial teams to track progress, mitigate risks, and ensure delivery against agreed milestones and KPIs.
- Implements customer-centric enhancements across physical and digital channels through close engagement with design, technology, and frontline teams to improve service quality, accessibility, and overall passenger satisfaction.
Qualifications
About you:
- Bachelors Degree or Equivalent with Minimum 6 years of job – related experience
- Managerial skills: Ability to delegate work, set clear direction and manage workflow, Ability to mentor, coach and develop direct reportees, and Ability to foster teamwork among team members
- Experience in luxury tourism or hospitality environment
- Project or Program Management experience required
- PMP, CCXP Certification and recognized qualification in training & development or similar field with emphasis on customer experience is an advantage
This advertiser has chosen not to accept applicants from your region.
2
Customer Experience Delivery Manager
Doha, Doha
Qatar Airways
Posted 9 days ago
Job Viewed
Job Description
Job title
Customer Experience Delivery Manager
Ref #
25000HW
Location
Qatar - Doha
Job family
Corporate & Commercial
Closing date: 23-Aug-2025
About The Role
Hamad International Airport is seeking a highly skilled and creative individual to join our team as
Customer Experience Delivery Manager . If you thrive in a dynamic environment, lead the way in creating exceptional customer journeys, deliver excellence, inspire loyalty, transforming service into memorable experiences and driving performance with a customer-first mindset, you can help us achieve this ambition by: Leading the implementation of customer experience strategies aligned with the airport’s CX vision and strategic priorities to enhance the passenger journey and position HIA as a global CX leader. Driving cross-functional alignment on CX initiatives through collaboration with internal departments, government stakeholders, and airline partners to ensure a seamless customer experience across all touchpoints. Championing a data-driven approach to customer experience enhancement in partnership with insights, quality, and digital teams to prioritize improvements and inform strategic decisions. Managing the delivery of CX projects across terminals, landside, airside, and service environments to ensure timely execution and achievement of performance targets. Coordinating project governance and reporting with stakeholders including operations, engineering, IT, and commercial teams to track progress and mitigate risks. Implementing customer-centric enhancements across physical and digital channels through engagement with design, technology, and frontline teams to improve service quality and passenger satisfaction. Qualifications
About you: Bachelor's Degree or equivalent with a minimum of 6 years of related experience. Managerial skills: ability to delegate, set clear directions, mentor, and foster teamwork. Experience in luxury tourism or hospitality environment. Project or Program Management experience. PMP, CCXP Certification, or similar qualifications with emphasis on customer experience are advantageous. About Qatar Airways Group
Our story began with four aircraft. Today, we deliver excellence across 12 different businesses. We’ve grown rapidly, broken records, and set trends. We embrace innovation and challenge norms to achieve what’s never been done before. Whether creating unique customer experiences or innovating internally, every team member contributes to our story of growth and determination. Join us to bring your ideas and passion to a place where your ambition has no limits, and be part of a global community.
Customer Experience Delivery Manager
Ref #
25000HW
Location
Qatar - Doha
Job family
Corporate & Commercial
Closing date: 23-Aug-2025
About The Role
Hamad International Airport is seeking a highly skilled and creative individual to join our team as
Customer Experience Delivery Manager . If you thrive in a dynamic environment, lead the way in creating exceptional customer journeys, deliver excellence, inspire loyalty, transforming service into memorable experiences and driving performance with a customer-first mindset, you can help us achieve this ambition by: Leading the implementation of customer experience strategies aligned with the airport’s CX vision and strategic priorities to enhance the passenger journey and position HIA as a global CX leader. Driving cross-functional alignment on CX initiatives through collaboration with internal departments, government stakeholders, and airline partners to ensure a seamless customer experience across all touchpoints. Championing a data-driven approach to customer experience enhancement in partnership with insights, quality, and digital teams to prioritize improvements and inform strategic decisions. Managing the delivery of CX projects across terminals, landside, airside, and service environments to ensure timely execution and achievement of performance targets. Coordinating project governance and reporting with stakeholders including operations, engineering, IT, and commercial teams to track progress and mitigate risks. Implementing customer-centric enhancements across physical and digital channels through engagement with design, technology, and frontline teams to improve service quality and passenger satisfaction. Qualifications
About you: Bachelor's Degree or equivalent with a minimum of 6 years of related experience. Managerial skills: ability to delegate, set clear directions, mentor, and foster teamwork. Experience in luxury tourism or hospitality environment. Project or Program Management experience. PMP, CCXP Certification, or similar qualifications with emphasis on customer experience are advantageous. About Qatar Airways Group
Our story began with four aircraft. Today, we deliver excellence across 12 different businesses. We’ve grown rapidly, broken records, and set trends. We embrace innovation and challenge norms to achieve what’s never been done before. Whether creating unique customer experiences or innovating internally, every team member contributes to our story of growth and determination. Join us to bring your ideas and passion to a place where your ambition has no limits, and be part of a global community.
This advertiser has chosen not to accept applicants from your region.
3
Customer Experience Delivery Manager
Doha, Doha
Hamad International Airport
Posted 9 days ago
Job Viewed
Job Description
About the role: Hamad International Airport is seeking a highly skilled and creative individual to join our team as
Customer Experience Delivery Manager . If you thrive in a dynamic environment, lead the way in creating exceptional customer journeys, deliver excellence, inspire loyalty, transforming service into memorable experiences and driving performance with a customer-first mindset and can help us to achieve this ambition by: Leads the implementation of customer experience strategies in alignment with the airport’s CX vision and strategic priorities to enhance the end-to-end passenger journey and strengthen HIA’s position as a global CX leader. Drives cross-functional alignment on CX initiatives through collaboration with internal departments, government stakeholders, and airline partners to ensure a unified and seamless customer experience across all airport touchpoints. Champions a data-driven approach to customer experience enhancement in partnership with insights, quality, and digital teams to prioritize high-impact improvements and inform strategic decision-making. Manages the delivery of CX improvement projects and initiatives across terminals, landside, airside, and service environments to ensure timely execution, alignment with service standards, and achievement of performance targets. Coordinates project governance and reporting with key stakeholders including operations, engineering, IT, and commercial teams to track progress, mitigate risks, and ensure delivery against agreed milestones and KPIs. Implements customer-centric enhancements across physical and digital channels through close engagement with design, technology, and frontline teams to improve service quality, accessibility, and overall passenger satisfaction. Qualifications About you: Bachelors Degree or Equivalent with Minimum 6 years of job – related experience Managerial skills: Ability to delegate work, set clear direction and manage workflow, Ability to mentor, coach and develop direct reportees, and Ability to foster teamwork among team members Experience in luxury tourism or hospitality environment Project or Program Management experience required PMP, CCXP Certification and recognized qualification in training & development or similar field with emphasis on customer experience is an advantage
#J-18808-Ljbffr
Customer Experience Delivery Manager . If you thrive in a dynamic environment, lead the way in creating exceptional customer journeys, deliver excellence, inspire loyalty, transforming service into memorable experiences and driving performance with a customer-first mindset and can help us to achieve this ambition by: Leads the implementation of customer experience strategies in alignment with the airport’s CX vision and strategic priorities to enhance the end-to-end passenger journey and strengthen HIA’s position as a global CX leader. Drives cross-functional alignment on CX initiatives through collaboration with internal departments, government stakeholders, and airline partners to ensure a unified and seamless customer experience across all airport touchpoints. Champions a data-driven approach to customer experience enhancement in partnership with insights, quality, and digital teams to prioritize high-impact improvements and inform strategic decision-making. Manages the delivery of CX improvement projects and initiatives across terminals, landside, airside, and service environments to ensure timely execution, alignment with service standards, and achievement of performance targets. Coordinates project governance and reporting with key stakeholders including operations, engineering, IT, and commercial teams to track progress, mitigate risks, and ensure delivery against agreed milestones and KPIs. Implements customer-centric enhancements across physical and digital channels through close engagement with design, technology, and frontline teams to improve service quality, accessibility, and overall passenger satisfaction. Qualifications About you: Bachelors Degree or Equivalent with Minimum 6 years of job – related experience Managerial skills: Ability to delegate work, set clear direction and manage workflow, Ability to mentor, coach and develop direct reportees, and Ability to foster teamwork among team members Experience in luxury tourism or hospitality environment Project or Program Management experience required PMP, CCXP Certification and recognized qualification in training & development or similar field with emphasis on customer experience is an advantage
#J-18808-Ljbffr
This advertiser has chosen not to accept applicants from your region.
4
Customer Experience - Administration Assistant
Doha, Doha
Qatar Airways
Posted today
Job Viewed
Job Description
**About the role**:
We are currently recruiting for Administration Assistant for Customer Contact Centers in Doha.
The role is responsible for providing administration support for the smooth functioning on a daily basis, for the team. Handling of confidential and sensitive issues involving continual inter-departmental relations. Represents the team through correspondence, telephone and personal contact. Liaise with other departments for arranging the logistics of resources.
**Key accountabilities include**:
- Perform advanced, diversified, and confidential administrative and secretarial support. Handle a wide variety of situations and task involving the clerical and administrative functions of the office.
- In consultation with the team generate business documentation, including presentation creation and spreadsheet preparation and distribution.
- Prepare charts and compile reports as needed and ensure that all files are complete and properly maintained.
- Perform administrative tasks based on set procedure, establish and maintain filling system, categories and maintain manuals, invoices, manage and coordinate travel needs and other source data.
- Research information and initiate assigned tasks accordingly.
- Coordinate internal and external communications.
- Respond to complaints and requests for information and assistance, interpret and explain procedures and policies pertaining to internal inquiries of staff.
- Perform other related duties, as assigned, for the purpose of ensuring the efficient and effective functioning of the work unit.
- Keep Abreast with any market trends and development
**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.
**About you**
- Essential to have a relevant Vocational, Tertiary or Trade Qualification related to the role.
- Preferred to have a certificate in Computer Operations
- Must have a minimum of 3 years relevant experience and Database administration experience.
- Administration experience within a multinational organization in either the Airline or Hospitality industry is also preferred.
- Excellent written and verbal communication skills.
- Excellent computer skills, including Microsoft Word, Excel and PowerPoint.
- High level of sensitivity and professionalism.
**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
We are currently recruiting for Administration Assistant for Customer Contact Centers in Doha.
The role is responsible for providing administration support for the smooth functioning on a daily basis, for the team. Handling of confidential and sensitive issues involving continual inter-departmental relations. Represents the team through correspondence, telephone and personal contact. Liaise with other departments for arranging the logistics of resources.
**Key accountabilities include**:
- Perform advanced, diversified, and confidential administrative and secretarial support. Handle a wide variety of situations and task involving the clerical and administrative functions of the office.
- In consultation with the team generate business documentation, including presentation creation and spreadsheet preparation and distribution.
- Prepare charts and compile reports as needed and ensure that all files are complete and properly maintained.
- Perform administrative tasks based on set procedure, establish and maintain filling system, categories and maintain manuals, invoices, manage and coordinate travel needs and other source data.
- Research information and initiate assigned tasks accordingly.
- Coordinate internal and external communications.
- Respond to complaints and requests for information and assistance, interpret and explain procedures and policies pertaining to internal inquiries of staff.
- Perform other related duties, as assigned, for the purpose of ensuring the efficient and effective functioning of the work unit.
- Keep Abreast with any market trends and development
**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.
**About you**
- Essential to have a relevant Vocational, Tertiary or Trade Qualification related to the role.
- Preferred to have a certificate in Computer Operations
- Must have a minimum of 3 years relevant experience and Database administration experience.
- Administration experience within a multinational organization in either the Airline or Hospitality industry is also preferred.
- Excellent written and verbal communication skills.
- Excellent computer skills, including Microsoft Word, Excel and PowerPoint.
- High level of sensitivity and professionalism.
**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
This advertiser has chosen not to accept applicants from your region.
5
Customer Experience Senior Manager - Personalization
Lusail
Snoonu
Posted 11 days ago
Job Viewed
Job Description
Customer Experience Senior Manager - Personalization
Join to apply for the Customer Experience Senior Manager - Personalization role at Snoonu
Customer Experience Senior Manager - PersonalizationJoin to apply for the Customer Experience Senior Manager - Personalization role at Snoonu
Get AI-powered advice on this job and more exclusive features.
A Little Bit About Us
At Snoonu, we believe that technology has the power to make anything possible.
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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).
- Seniority level Mid-Senior level
- Employment type Full-time
- Job function Other
- Industries Software Development
Referrals increase your chances of interviewing at Snoonu by 2x
Sign in to set job alerts for “Customer Experience Manager” roles. Senior Manager, Customer Experience Compensation Guest Experience Expert (Front Desk Agent) Senior Manager – Customer Experience Automation (Rider & Merchant) QNB3413 - Officer Customer Care Call Center (Qatarization) QNB3404 - Officer Corporate Customer Service (Qatarization) QNB3403 - Officer Corporate Customer Service (Qatarization) Officer Card Center Customer Service (Qatarization) Reservations Executive - Doha Education City QNB3355 - Senior Officer QNB First Customer Service (Qatarization) Recruitment Event in Kathmandu, Nepal | Customer Service Agent | Qatar Airways Group Amazon Jobs: Discover 9 Exciting Opportunities Awaiting You! QNB3327 - Senior Officer QNB First Customer Service (Qatarization) Customer Service Executive – Female (Arabic Nationality Only)We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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6
Head of Customer Experience & Wellbeing
Doha, Doha
Confidential
Posted 23 days ago
Job Viewed
Job Description
Objective: The Head of Customer Experience and Wellness is responsible for overseeing customer experience, customer service, and marketing and communications operations to ensure alignment with organization’s strategic objectives. This role ensures the continuous improvement of customer journeys, effective communication strategies, and implementation of innovative service solutions to improve member satisfaction Roles & Responsibilities: Oversee the development and implementation of customer experience strategies, including customer segmentation, journey mapping, and continuous customer feedback measurement, to enhance overall customer satisfaction Drive the development and enhancement of innovative services and products (e.g., wellness programs, discount programs) by collaborating with relevant departments, engaging with customers, and working with external providers and stakeholders to align offerings with customer needs Supervise the optimization of customer-facing processes by leveraging new technologies and innovations to improve efficiency and experience Ensure efficient operations of customer service channels, including the call center and digital portals, to resolve inquiries, complaints, and cases promptly Oversee the evaluation of customer interactions and complaints, ensuring trends and bottlenecks are identified and actionable insights are generated to drive continuous improvement Direct the development and execution of marketing and communication campaigns, ensuring alignment with organization's strategic goals and effective engagement with target audiences Oversee the management of organization's social media platforms and external communication activities, ensuring consistent messaging and a positive brand image Ensure that the relevant teams review and evaluate the performance of marketing campaigns and customer interactions Share and refine customer experience and wellness strategies with senior management, leveraging data-driven insights Collaborate with the Technology team to integrate innovative technologies into customer service operations and product offerings Build and nurture strong relationships with key external stakeholders, including media outlets, marketing agencies, and regulatory bodies, to enhance organization's visibility and reputation Create a customer-centric culture by promoting the importance of customer experience across all levels of the organization and embedding customer focus in decision-making processes Lead, mentor, and develop the customer experience, customer service, and marketing teams, ensuring alignment with GRSIA’s goals and fostering professional growth Foster collaboration between the customer experience, customer service, and marketing teams to ensure a seamless and unified approach to service delivery Ensure compliance with regulatory standards in all customer-facing and marketing activities, maintaining alignment with pension laws and policies Prepare and present regular reports to senior management on customer satisfaction, marketing performance, and service efficiency Qualifications & Experience Bachelor’s degree in Business Administration, Marketing, Arts, Innovation Management, or a related field Master’s degree in a relevant discipline is preferred Minimum of 15 years of experience in customer experience management, wellness program development, or related areas, with a minimum of 8 years in a senior leadership role Proven track record in designing and implementing customer experience strategies within a public sector or similar environment Experience in managing multidisciplinary teams and collaborating with external partners to achieve strategic goals
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7
Customer Experience - Content Management Specialist
Doha, Doha
Qatar Airways
Posted today
Job Viewed
Job Description
About the role:
We are currently recruiting for Content Management Specialist for Customer Contact Centre in Doha.
As a Content Management Specialist, your primary responsibility is to manage and update Contact Centre Knowledge Management system and encourage correct and widespread usage of the knowledge base. Support all of Contact Centre operations by maximizing the utilization of knowledge base along with building Speech and Text Analytics strategy and framework.
Specific responsibilities for the role includes:
- Define the knowledge management strategy for Contact Centre knowledge base and maintain high quality, up-to-date, and searchable content for contact centre audiences of varying skill level
- Responsible for maximizing the utilization of the Speech and Text Analytics solution to drive quantifiable improvements to customer experience, a deeper insight of KPI performance and trends and improved performance in servicing customers and agent experience.
- Produce reports on KM topics and share insights
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:
To be successful in the role, you must have the following qualification and skills:
- Bachelor’s Degree or Equivalent, with minimum 5 years of Contact Centre Experience
- It’s essential to have experience in large Scale organizational
- Experience in working with a multi-site operations
- Have worked in a Vendor managed operations
- Excellent written and spoken English
- Management and Leadership skills
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**:
We are currently recruiting for Content Management Specialist for Customer Contact Centre in Doha.
As a Content Management Specialist, your primary responsibility is to manage and update Contact Centre Knowledge Management system and encourage correct and widespread usage of the knowledge base. Support all of Contact Centre operations by maximizing the utilization of knowledge base along with building Speech and Text Analytics strategy and framework.
Specific responsibilities for the role includes:
- Define the knowledge management strategy for Contact Centre knowledge base and maintain high quality, up-to-date, and searchable content for contact centre audiences of varying skill level
- Responsible for maximizing the utilization of the Speech and Text Analytics solution to drive quantifiable improvements to customer experience, a deeper insight of KPI performance and trends and improved performance in servicing customers and agent experience.
- Produce reports on KM topics and share insights
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:
To be successful in the role, you must have the following qualification and skills:
- Bachelor’s Degree or Equivalent, with minimum 5 years of Contact Centre Experience
- It’s essential to have experience in large Scale organizational
- Experience in working with a multi-site operations
- Have worked in a Vendor managed operations
- Excellent written and spoken English
- Management and Leadership skills
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**:
This advertiser has chosen not to accept applicants from your region.
8
Customer Experience- Business Change Manager
Doha, Doha
Qatar Airways
Posted today
Job Viewed
Job Description
**About the role**
We are recruiting for Business Change Manager for Customer Contact Centre based in Doha, Qatar.
The Business Change manager will be a key role and will be responsible for delivering the key transformational initiatives and focus on changes to business and customer experience processes, system and technology.
**Your specific responsibilities include**:
- Constantly manage business and operational changes more effectively to have a positive impact on the customer experience and to make the customer journey as effortless as possible.
- The primary focus will be creating and implementing change management plans that minimizes employee resistance and maximize employee engagement.
- Drive faster adoption, greater ultimate utilization and higher proficiency on the changes impacting employees in the Customer Contact Centre such that business results are achieved.
- Provide guidance, expertise and lead continuous improvement initiatives to manage and support business improvement, commercial opportunities and setting frameworks to obtain operational excellence across 4 sites.
- Implement continuous service improvement strategies with focus on customer needs to achieve service excellence.
- Managing the transition of change in the business, identifying what changes in processes, procedures and practices are needed to achieve change and deliver planned benefits.
- Develop a set of actionable and targeted change management plans - including communication plan, sponsor roadmap, coaching, training plan and resistance management plan.
**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**
- Relevant College or Min Bachelor’s level or equivalent
- Minimum of 7 years of Contact Centre experience
Essential
- Experience in managing implementation of new technology
- Experience in improving processes
- Experience in managing change in contact centre
- Should have worked in a multisite operation
Preferred
- Leadership position in Contact Centre
- Strong experience in leading change, managing vendors, implementation management
- Ability to work under pressure and achieve results with short lead times.
- Strong interpersonal and organization skills, ability to work within defined procedures.
- Strong leadership qualities including delegation of authority & taking initiatives
**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
We are recruiting for Business Change Manager for Customer Contact Centre based in Doha, Qatar.
The Business Change manager will be a key role and will be responsible for delivering the key transformational initiatives and focus on changes to business and customer experience processes, system and technology.
**Your specific responsibilities include**:
- Constantly manage business and operational changes more effectively to have a positive impact on the customer experience and to make the customer journey as effortless as possible.
- The primary focus will be creating and implementing change management plans that minimizes employee resistance and maximize employee engagement.
- Drive faster adoption, greater ultimate utilization and higher proficiency on the changes impacting employees in the Customer Contact Centre such that business results are achieved.
- Provide guidance, expertise and lead continuous improvement initiatives to manage and support business improvement, commercial opportunities and setting frameworks to obtain operational excellence across 4 sites.
- Implement continuous service improvement strategies with focus on customer needs to achieve service excellence.
- Managing the transition of change in the business, identifying what changes in processes, procedures and practices are needed to achieve change and deliver planned benefits.
- Develop a set of actionable and targeted change management plans - including communication plan, sponsor roadmap, coaching, training plan and resistance management plan.
**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**
- Relevant College or Min Bachelor’s level or equivalent
- Minimum of 7 years of Contact Centre experience
Essential
- Experience in managing implementation of new technology
- Experience in improving processes
- Experience in managing change in contact centre
- Should have worked in a multisite operation
Preferred
- Leadership position in Contact Centre
- Strong experience in leading change, managing vendors, implementation management
- Ability to work under pressure and achieve results with short lead times.
- Strong interpersonal and organization skills, ability to work within defined procedures.
- Strong leadership qualities including delegation of authority & taking initiatives
**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
This advertiser has chosen not to accept applicants from your region.
9