Role overview

As Senior Manager Customer Journey Strategy at Etihad Airways, you will establish the strategic vision for transforming customer journeys across the airline’s travel, loyalty, and partner ecosystem. This role focuses on creating personalised experiences that drive commercial conversion and customer advocacy while bridging insights with operational execution across the organisation.

Key responsibilities

Create and communicate the overarching end-to-end journey strategy spanning travel, loyalty, and partner touchpoints.
Lead strategy development that balances customer needs with commercial objectives, operational feasibility, and regulatory requirements.
Develop a comprehensive measurement framework to track performance across all customer journeys.
Establish and manage an enterprise-wide stakeholder engagement plan to ensure alignment between functional areas and support the G360 guest view initiative across the organisation.
Define operating systems, processes, and tools that enable the team to monitor journey performance through platforms such as dynamic customer journey mapping systems.
Build a G360 use case roadmap that identifies risks, dependencies, and enablers to ensure timely and effective implementation across travel and loyalty journeys.
Translate complex data and insights for diverse stakeholder groups to demonstrate how customer understanding can enhance products, services, and operational roles.

Requirements

Bachelor’s degree, with an MBA or postgraduate qualification preferred.
Ten to twelve years of experience in customer insights, customer experience, or strategy roles within service-oriented industries such as airlines, financial services, hotels, or insurance, with proven impact on customer and commercial outcomes.
Certification or qualification in Design Thinking, Behavioural Science, or application of generative or agentic AI for business transformation is advantageous.
Demonstrated experience working with customer data platform tools and suites such as Adobe, Braze, or comparable solutions.
Ability to manage and develop direct reports.

What makes this role worth considering

This position offers the opportunity to shape customer experience strategy at Etihad Airways as it pursues its “Journey 2030” ambition to expand its fleet, network, and workforce. Based in Abu Dhabi, you will work across a global organisation connecting people across continents while driving innovation in aviation and customer service.

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.

ImmigrationCafe is a job listing directory, not a recruiter. Applications are submitted on the employer's official careers website.