Role overview

This Senior UX Service Designer role focuses on transforming strategic journey decisions into concrete, implementable design solutions for Etihad Airways’ Guest 360 booking platform. You will bridge the gap between high-level strategy and operational execution, ensuring that the airline’s design commitments are realized across both digital and physical passenger touchpoints.

Key responsibilities

Define and execute the design vision for Guest 360 use cases across digital and physical touchpoints.
Own the experience roadmap in collaboration with Product teams to drive revenue growth, expand digital adoption, and optimize conversion rates.
Design AI-enabled booking experiences that incorporate intelligent search, dynamic personalization, predictive prompts, conversational assistance, and recovery strategies for abandoned bookings.
Translate AI and data capabilities into user interactions that are intuitive, transparent, and build customer trust while improving commercial performance.
Lead discovery, research, journey mapping, and usability testing activities to validate and optimize experience outcomes.
Monitor experience performance metrics including conversion, drop-off, engagement, and retention, then iterate designs based on insights gathered.
Design booking flows that simplify complex airline operations such as fare structures, ancillary products, bundled offerings, and loyalty redemptions.
Establish and maintain scalable design systems and patterns optimized for high-conversion ecommerce journeys.
Advocate for accessibility, usability, and UX best practices across all booking touchpoints.
Partner with Product, Brand, Technology, Loyalty, Commercial, and Marketing teams to ensure cohesive and commercially aligned experience delivery.

Requirements

At least 7 years of experience in digital experience design, including UX, UI, and product design work, with demonstrated commercial and analytical understanding.
Proven track record designing booking systems or high-conversion ecommerce journeys, supported by a strong portfolio showcasing complex transactional flows and measurable business impact.
Demonstrated experience designing AI-enabled, data-driven, or personalization-focused digital experiences.
Experience leading end-to-end design processes from discovery through launch and optimization phases.
Ability to design within technical constraints and collaborate closely with engineering teams to deliver scalable solutions.
Strong communication and stakeholder management skills, with proven ability to influence cross-functional teams in product, technology, and commercial areas.
Working knowledge of airline reservations, ticketing, fares, pricing, and loyalty systems is preferred; experience with PSS environments such as Sabre or Amadeus, and collaboration with AI/ML teams in aviation production environments is also valued.

What makes this role worth considering

You will work at Etihad Airways, the UAE’s national airline, as it pursues its Journey 2030 ambition to double its fleet and expand its global network. This role offers the opportunity to shape passenger experiences at scale, combining strategic influence with hands-on design work across a major international aviation organization.

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.