Guest Experience & Automation Strategy Lead

Etihad food group; Abu Dhabi; On-site; AED 180,000 - 270,000; Full time

Job summary

Etihad Airways in Abu Dhabi is seeking a Business Support Controller to bridge Guest Experience and Technology, turning guest and operational challenges into AI, automation and digital solutions that scale across the business.

You will work with Guest Support, Guest Relations, Operations, Digital and Technology teams to improve the guest journey, boost agent productivity and drive governance, risk management and measurable value from technology-enabled transformations.

Qualifications

• Bachelor's degree in Business Analytics, Data Analytics, Finance, Economics, Information Systems, Business Administration or a related field.
• 3+ years' experience in business intelligence, reporting, analytics, business support, finance or operations; experience in a complex service, airline or customer-care environment is an advantage.
• Advanced Excel and strong Power BI, Tableau, Looker or equivalent dashboarding capability; able to build automated, interactive and near real-time reporting.
• Strong analytical capability, including trend, variance, root-cause, forecasting and scenario analysis, with sound business and financial judgement.
• Practical experience using AI and automation tools for analysis, reporting and productivity, with appropriate validation, governance and data confidentiality.
• Working knowledge of data modelling, SQL, Power Query, Python or similar tools is desirable.
• Strong stakeholder management, communication and data-storytelling skills; organised, curious, accurate and able to manage multiple priorities.

Responsibilities

• Partner with Guest Support, Guest Relations, Digital, Operations and Technology teams to identify and solve key guest and operational pain points.
• Translate business needs into clear requirements, solution designs and implementation roadmaps.
• Identify and prioritise opportunities for AI, automation, Copilot and digital self-service solutions.
• Design and support solutions that improve: Guest self-service and contact deflection; First-contact resolution and reduction of repeat contacts; Agent productivity and knowledge accessibility; Case and complaint management; Service recovery processes; Quality and compliance outcomes.
• Develop and maintain a prioritised Guest Experience technology and AI roadmap aligned with business objectives.
• Lead proof-of-value initiatives and pilot programmes, defining measurable success criteria before scaling solutions.
• Ensure solutions are secure, resilient, scalable and aligned with governance requirements.
• Support technology and vendor assessments, business case development and investment decisions.
• Establish and maintain appropriate governance frameworks for guest-facing AI solutions.
• Track and measure benefits to ensure solutions deliver tangible guest, operational and financial value.

Skills

Advanced Excel

Power BI

Tableau

Looker

SQL

Python

Data storytelling

Stakeholder management

Education

Bachelor's degree in Business Analytics

Tools

Power BI

Tableau

Looker

Python

Job description

Etihad Airways in Abu Dhabi is seeking a Business Support Controller to bridge Guest Experience and Technology, turning guest and operational challenges into AI, automation and digital solutions that scale across the business.

You will work with Guest Support, Guest Relations, Operations, Digital and Technology teams to improve the guest journey, boost agent productivity and drive governance, risk management and measurable value from technology-enabled transformations.