Future-Ready Guest Journey Architect

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

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.