Role overview

As Senior Manager Customer Journey Strategy at Etihad Airways, you will shape how the airline transforms customer experiences across all touchpoints to drive commercial results and customer loyalty. Based in Abu Dhabi, you will set the strategic vision for personalized journeys that benchmark excellence in the aviation industry while moving from customer insights to effective execution.

Key responsibilities

Create the overarching end-to-end journey strategy spanning travel, loyalty, and partner interactions.
Lead strategy development that reconciles customer needs, commercial objectives, operational requirements, and regulatory compliance.
Develop a comprehensive measurement framework to track performance across all customer journeys.
Establish and lead an enterprise-wide stakeholder engagement plan to ensure strategic alignment across functional areas and coordinate how the G360 unified guest view initiative supports departmental objectives.
Manage and develop direct reports to build a high-performing team.
Define operating systems, processes, and tools that enable the team to track journey performance effectively, including dynamic customer journey mapping platforms and use case documentation systems.
Develop a G360 use case roadmap that accounts for risks, dependencies, and enablers to ensure timely implementation across travel and loyalty journeys.
Communicate complex data and insights clearly to diverse stakeholder groups, demonstrating how insights enhance customer experiences and guide functional teams in implementation.

Requirements

Bachelor’s degree, with an MBA or postgraduate qualification desirable.
Ten to twelve years of experience in customer insights, customer experience strategy, or related roles within service-oriented industries such as airlines, financial services, hotels, or insurance, with demonstrated impact on customer and commercial outcomes.
Certification or qualification in Design Thinking, Behavioural Science, or the application of generative or agentic AI for business transformation is advantageous.
Hands-on experience with customer data platform tools and technologies such as Adobe Suite, Braze, or comparable platforms is highly valued.

What makes this role worth considering

You will work for a major global airline at a transformative moment, contributing to Etihad’s “Journey 2030” ambition to expand its fleet, network, and workforce. This role offers the opportunity to shape customer experience strategy at scale, working across a complex, international organization where your strategic decisions directly influence how millions of travelers experience the brand.

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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