Guest Experience Strategy Lead

Etihad Airways; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

Etihad Airways in Abu Dhabi seeks a Design Strategy Manager to translate brand strategy into tangible experience design opportunities across the end-to-end guest journey, collaborating with brand, guest insights, ground operations and crew & service.

You will turn insights into strategic opportunities, create a prioritized roadmap, and develop solutions with clear implementation plans to boost NPS and guest satisfaction.

Qualifications

• Bachelor's degree in the field of Design (Industrial, Interior, Transportation) with focus on user research and design strategy, or related experience with proven track record.
• 7+ years of experience in developing experience design strategies in a consultancy or in-house capacity, ideally in aviation, hospitality or guest-experience-driven industries.
• 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

• Translation of brand into experience design strategies for the end-to-end guest journey.
• Lead creation of experience design principles to form a holistic guest experience strategy aligned with our brand positioning and hospitality philosophy.
• Identification of experience design opportunities within the guest journey that will improve Etihad's premium position and market leadership.
• Delivery plan and project roadmap with a business impact led prioritized roadmap and timelines.
• Development of the experience design opportunities into tangible solutions with clear implementation plan with stakeholders.
• Identify and develop new tools, methods and processes to capture and share trends, insights, ideas and opportunities across the organization.
• Articulation and capture of experience design principles and strategic design guidelines that serve as guardrails for product development and service implementation.

Skills

Strategic mindset

Solution oriented

Collaboration

Storytelling

Leadership

Education

Bachelor's degree in Design / Design Research and Strategy

Job description

Etihad Airways in Abu Dhabi seeks a Design Strategy Manager to translate brand strategy into tangible experience design opportunities across the end-to-end guest journey, collaborating with brand, guest insights, ground operations and crew & service.

You will turn insights into strategic opportunities, create a prioritized roadmap, and develop solutions with clear implementation plans to boost NPS and guest satisfaction.