Role overview

The Design Strategy Manager will lead the development of guest experience strategies for Etihad Airways, translating brand vision and customer insights into meaningful service and experience innovations. Working from Abu Dhabi, you will shape how travelers interact with the airline across every stage of their journey, from booking through post-flight engagement.

Key responsibilities

Create experience design principles and a holistic guest experience strategy that aligns with brand positioning and hospitality philosophy across the entire customer journey.
Identify and analyze experience design opportunities using guest data, market trends, and industry insights to strengthen the airline’s premium market position and competitive leadership.
Develop prioritized roadmaps with delivery timelines and business impact focus, translating experience opportunities into actionable implementation plans.
Partner with internal stakeholders to develop opportunities into tangible solutions that improve guest performance metrics and drive measurable results.
Design and implement new tools, methodologies and processes to capture, share and communicate trends, insights and opportunities across the organization.
Document and establish experience design principles and strategic guidelines that guide product development and service implementation across all touchpoints.
Collaborate with teams across brand, guest insights, ground operations, and crew services to ensure cohesive strategy translation.

Requirements

Bachelor’s degree in Design (Industrial, Interior, or Transportation) with focus on user research and design strategy, or equivalent qualification in Design Research and Strategy with proven relevant experience.
Minimum seven years of professional experience developing experience design strategies, either in consultancy or in-house roles, preferably within aviation, hospitality or guest-experience-focused industries.
Demonstrated expertise in storytelling and concept articulation with strong ability to communicate complex ideas clearly.
Proven track record of translating insights into opportunities and value-driven solutions with measurable outcomes.
Strong visual, written and verbal presentation skills capable of influencing senior stakeholders.
Ability to establish credibility as a subject matter expert and lead cross-functional teams.

What makes this role worth considering

This position offers the opportunity to shape the future of aviation at a major airline executing an ambitious expansion plan. You will work across the complete guest journey, influencing everything from digital platforms to in-cabin service, with the backing of a national carrier committed to operational excellence and innovation.

How to apply

Use the Apply button to view the official job posting and submit your application on Etihad Airways Careers: Latest Jobs and How to Apply's careers site.

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