Role overview

This position leads quality assurance and continuous improvement initiatives across Etihad Airways’ products, services and guest experiences. You will assess compliance with established standards, identify gaps between intended and delivered experiences, and drive corrective actions to enhance quality and consistency throughout the entire guest journey.

Key responsibilities

Evaluate Product Development teams’ adherence to approved development processes, governance requirements and implementation standards, identifying control gaps and tracking corrective actions to closure.
Review products across cabin classes and guest touchpoints to verify that approved specifications and quality requirements are correctly implemented and sustained.
Assess Service Design outputs against approved experience principles, service standards and brand requirements, ensuring service concepts are operationally executable and supported by defined quality measures.
Evaluate Cabin Crew and operational teams’ delivery against service design and hospitality standards using structured observations, service assessments, guest feedback and performance indicators.
Establish and manage a structured programme of quality and compliance reviews across Product, Service Design, Cabin Crew Performance, Catering, Lounges and other guest experience teams using consistent criteria and documented evidence.
Document findings, assess root causes, agree corrective action plans with accountable business owners and monitor implementation progress to confirm gaps are addressed.
Support development and maintenance of product, service and hospitality standards, review criteria, quality scorecards and reporting frameworks to ensure they remain relevant and measurable.
Use review findings, guest feedback and performance trends to identify recurring issues and translate insights into prioritised recommendations for sustainable enhancements.
Provide reporting to leadership on compliance levels, key findings, risks, corrective action status and improvement outcomes, escalating material gaps requiring intervention.

Requirements

Bachelor’s degree in Hospitality, Business, Aviation, Quality Management, Customer Experience or a related field.
Minimum five years of experience in product or service quality, quality assurance, guest experience, service design, operational performance or continuous improvement, ideally within aviation or a premium service environment.
Strong knowledge of quality assurance methodologies, compliance reviews, root-cause analysis, corrective action management, process governance and performance reporting.
Strong stakeholder management and communication skills with the ability to assess evidence objectively, challenge constructively and translate findings into practical and measurable improvements.
Analytical capabilities to support performance reporting and evidence-based decision making.

What makes this role worth considering

Join Etihad Airways as the UAE’s national airline pursues its “Journey 2030” strategy to double its fleet, expand its network and develop its workforce. Based in Abu Dhabi, you will shape guest experiences across a growing global operation while working with a premium service organisation committed to excellence across continents.

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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