Customer Journey Strategy Manager

Etihad Airways; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A major airline carrier is seeking a Customer Journey Strategy Manager to lead customer experience strategy and ensure the delivery of transformative guest journeys. The ideal candidate will have over 7 years of experience in hospitality or travel sectors, strong leadership skills, and expertise in personalization and predictive analytics. Responsibilities include designing seamless customer interactions, conducting journey mapping sessions, and building business cases for journey investments.

Qualifications

• 7+ years in customer experience, strategy, or change management within aviation, hospitality, or travel industries.
• Exceptional leadership, stakeholder management, and problem-solving skills.
• Proven record of designing and delivering customer strategies.
• Strong understanding of personalization and segmentation.
• Keen understanding of industry trends and innovative technologies.

Responsibilities

• Designing future journeys reflective of the brand, delivering seamless interactions.
• Conducting collaborative ideation sessions and journey mapping workshops.
• Partnering with business units to provide personalized service models.
• Defining customer segments and personas using guest data.
• Accountability for journey execution and tracking progress.
• Defining KPIs to measure journey success with analytics teams.
• Translating journey maps into actionable plans.
• Building business cases for customer journey investments.

Skills

Customer experience strategy

Leadership

Stakeholder management

Problem-solving

Data analytics

Personalization

Predictive analytics

Workshop facilitation

Education

7+ years in customer experience, strategy, or change management

Tools

Mural

Job description

Synopsis

This role is about future-focused guest experience strategy, responsible for developing winning guest journeys that align with Etihad’ s brand DNA and Vision 2030 and ensure long-term differentiation and industry leadership. Customer Journey Strategy Manager focuses on engineering transformative experiences that anticipate customer needs, leverage digital potential, leave lasting memories and drive hyper-personalization at scale. The Customer Journey Strategy Manager will be deep diving into segmentation, technical innovation, hospitality and service recovery.

Accountabilities

Strategic journey design: Designing future journeys reflective of the Etihad brand, which deliver seamless, delightful interactions across every touchpoint

Workshop design & execution: Conducting collaborative ideation sessions and journey mapping workshops using Mural to visualise future-state experiences

Personalization & Premium Guest Focus: Partnering with business units to roll out service models that make every premium guest feel their journey is curated for them

Guest segmentation: Definition of clear customer segments and personas, leveraging guest data and AI powered insights, to map journeys that enhance loyalty

Project coordination: Accountability for journey execution, assigning ownership and tracking progress of future journey development

Performance tracking & measurement: Defining forward-looking KPIs that measure journey success, working with analytics leads on predictive service success

Roadmap delivery: Translating the journey maps into actionable plans with milestones, deliverables and accountable owners

Business case development: Build robust business cases for customer journey investments, ensuring alignment across commercial, digital, and operational teams

Education & Experience

7+ years in customer experience, strategy, or change management within aviation, hospitality, or travel industries

Exceptional leadership, stakeholder management, and problem-solving skills

Proven record of designing and delivering future-focused customer strategies

Strong understanding of personalization, segmentation, & predictive analytics

Keen understanding of industry trends and innovative technologies

Expertise in Mural for journey mapping and collaborative ideation.