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Faisal Karamat

Vice President Customer Experience at Qatar Airways Cargo

Faisal Karamat is part of the leadership team at Qatar Airways and heads six departments at the cargo division of the airline – global customer service, claims, business intelligence, automation, CRM and e-initiatives.

He is responsible for defining the overall channel distribution strategy and driving innovation within Qatar Airways Cargo by digitalising the entire customer journey, both for internal and external customers. Faisal is also a key participant in the sustainability initiatives within Qatar Airways Cargo and contributes to the carrier’s sustainability programme, WeQare – built on the four core pillars of culture, economy, environment and society.

With more than 15 years of industry experience, he has a proven track record of developing the potential of diverse teams, strategic planning, business development and high impact communication strategies. He is deeply committed to serving others through collaborative partnerships and a shared vision of continuous innovation.

He started his career at Accenture with a focus on digitalising the postal services for Canada Post. Then moved on to Blackberry and Samuel Son & Co, for over 10 years in total where he took on the roles of establishing a Centre of Excellence (COE) around customer experience and analytics. This finally led to him joining the Qatar Airways Group back in 2016 where he led the CRM department for personalising the experience of the passengers as they progress on their travel experience. Since 2018, he has been part of Qatar Airways Cargo where he heads the Customer Experience department.

Faisal is a Canadian national and holds a Degree in Computer Science. He is a proud father to four daughters.