Customer Experience Analyst

About the role The air freight industry landscape is entering an accelerated phase of change and transformation. From digitalising the end-to-end value chain, to fortifying a true e-commerce experience, to the launch of digital freight marketplaces, and much more. At Qatar Airways Cargo, we recently launched our VISION 2027 Roadmap as part of The Next Generation programme. The roadmap encapsulates the journey to bring about changes both internally and externally with the objective to simplify business engagements with Qatar Airways Cargo regardless whether the task on hand is complex or simple. To support our VISION 2027 roadmap, we are looking for talents – the bold, the imaginative and the change-maker. All of whom will support Qatar Airways Cargo’s position as a true leader in the air freight industry. If you want to make an impact, to grow your experience and to challenge your comfort zone, then join us at Qatar Airways Cargo and be part of The Next Generation of change-makers. Become the ambassador and the orchestrator of Qatar Airways Cargo VISION 2027. We are pleased to announce this incredibly exciting opportunity to be part of Qatar Airways Cargo Customer Experience team as a Customer Experience Analyst in our office in Doha. Join the #MovedByPeople family and leave a mark as part of the Cargo Customer Experience team. This will include the development of scalable and drillable reports, visual analytic suites, ad-hoc analysis and in-depth analysis at the channel/region/market/segment levels for CRM purposes. Identify relevant business segments while utilizing various customer data sources available both internally and externally. Provide customer data insights actionable at each customer touch point through the development of relevant visualizations of customer value drivers. The role includes: • Participate in the development of CRM reports by building prototypes, in order to better understand the market and customers of Qatar Airways Cargo. Maintain a CRM repository of monthly reports and initiatives in order to track insights and analysis and monitor the progress. • Prepare and maintain monthly reports and analysis to track performance of ongoing programs to support strategic and tactical adjustments. • Implement research and ad-hoc studies to assess the airline's commercial performance and compare it with other airlines regionally and worldwide in order to remain competitive in the market. • Review industry-leading report systems and tools to ensure leading best practices are applied to CRM, and customer research. • Participate in the definition and analysis of the Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) surveys as part of the Voice of the Customer (VOC) initiative by collaborating with internal stakeholders. This also includes monitoring the progress of improvement initiatives such as system enhancements planned in response to the survey results. • Provide data driven insights on customer behaviour by using various data points such as the Customer 360 in order to enhance the customer experience. • Provide timely, accurate and actionable information to the Sales and Service departments as part of Customer Journey mapping in order to strive towards delivering excellence at each customer touch point and ultimately to minimise negative feedback. • Monitor effectiveness of reporting and analytics used to ensure optimal value to the business, modifying or operationalising new metrics and dashboard products as needed