Customer Experience Quality Specialist

• 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.