Design Strategy Lead — End-to-End Guest Experience

SmartRecruiters, Inc.; Abu Dhabi; On-site; AED 350,000 - 600,000; Full time

Job summary

Etihad Airways is seeking a Design Strategy Manager to translate brand and guest insights into strategic design opportunities across the guest journey. You will collaborate with brand, insights, operations and crew to shape experience design across digital, physical and service touchpoints.

The role requires translating insights into compelling strategies with tangible outcomes and delivering a prioritized roadmap for implementation that elevates NPS and guest satisfaction.

Qualifications

• Bachelor's degree in Design with focus on user research and strategy.
• 7+ years of experience developing experience design strategies in aviation or hospitality.
• Expert in storytelling and articulation of concepts.
• Expert in turning insights into opportunities and value-driven solutions.
• Ability to lead and command respect as the subject matter expert.

Responsibilities

• Translate brand into end-to-end experience design strategies for the guest journey.
• Lead creation of experience design principles aligned with brand and hospitality philosophy.
• Identify opportunities across booking, airport, cabin and post-flight to improve premium position.
• Develop a prioritized roadmap with delivery timelines based on impact.
• Turn opportunities into tangible solutions with clear implementation plans.
• Identify and develop new tools and processes to share trends and insights.

Skills

Strategic mindset

Collaboration

Storytelling

Turning insights into opportunities

Education

Bachelor's degree in Design or related

Job description

Etihad Airways is seeking a Design Strategy Manager to translate brand and guest insights into strategic design opportunities across the guest journey. You will collaborate with brand, insights, operations and crew to shape experience design across digital, physical and service touchpoints.

The role requires translating insights into compelling strategies with tangible outcomes and delivering a prioritized roadmap for implementation that elevates NPS and guest satisfaction.