AI & Data Science Lead for Customer Value

Showcify, Inc.; Abu Dhabi; On-site; AED 400,000 - 650,000; Full time

Job summary

Etihad Airways in Abu Dhabi is seeking a Manager, Data Science & Customer Value Optimization to lead advanced analytics, AI, and decision science across Customer Care, Guest Relations, Contact Centre, Digital, and Customer Experience functions.

In this strategic role, you will transform customer and operational data into actionable insights that enhance customer satisfaction, improve efficiency, optimize resources, and drive measurable business value.

Qualifications

• Bachelor’s or Master’s degree in Business Analytics, Statistics, Data Science, Applied Mathematics, or Engineering.
• 7–10 years of experience in statistics, data science, advanced analytics, decision science, or customer analytics, with 1–3 years in airline/travel/transportation preferred.
• Proven experience delivering measurable business outcomes through advanced analytics and data science.
• Experience working with large-scale customer and operational datasets.
• Demonstrated experience supporting senior stakeholders and translating insights into clear business recommendations.
• Strong understanding of airline business drivers is an advantage.
• Excellent communication and presentation skills.
• Collaborative team player in a matrix, fast-paced environment.
• Proactive, solution-oriented, and accountable for delivery.

Responsibilities

• Lead advanced analytics and predictive modelling to uncover business opportunities and customer insights.
• Drive AI, Machine Learning, NLP, and Generative AI adoption to enhance customer and operational performance.
• Link NPS, CSAT, sentiment, loyalty, and retention metrics to commercial and financial outcomes.
• Design and execute experimentation frameworks, including A/B testing, to optimize customer journeys.
• Partner with operational teams to improve forecasting, workforce planning, productivity, and resource utilization.
• Develop executive dashboards and value frameworks that measure revenue impact, cost savings, and business performance.
• Act as a trusted advisor to senior leadership, translating data into strategic recommendations and business action.

Skills

Data Science

Predictive Modelling

Machine Learning

NLP

Generative AI

Education

Bachelor's or Master's in relevant field

Tools

Python

R

SQL

Power BI

Tableau

Databricks

Azure ML

Excel

Job description

Etihad Airways in Abu Dhabi is seeking a Manager, Data Science & Customer Value Optimization to lead advanced analytics, AI, and decision science across Customer Care, Guest Relations, Contact Centre, Digital, and Customer Experience functions.

In this strategic role, you will transform customer and operational data into actionable insights that enhance customer satisfaction, improve efficiency, optimize resources, and drive measurable business value.