Guest Experience Strategy Leader

Etihad food group; Abu Dhabi; On-site; AED 350,000 - 600,000; Full time

Job summary

Etihad Airways in Abu Dhabi is seeking a Design Strategy Manager to shape the guest experience strategy by translating brand ambitions into tangible service ideas across all touchpoints.

You will work with brand, guest insights, operations and crew to translate insights into actionable design initiatives, driving NPS and guest satisfaction through strategic storytelling and collaborative leadership.

Qualifications

• Bachelor's degree in Design with focus on user research and strategy.
• 7+ years of experience in developing experience design strategies.
• 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.
• Identify opportunities across the guest journey to improve premium position.
• Create a delivery roadmap with business impact and timelines.
• Develop opportunities into tangible solutions with clear implementation plans.
• Develop new tools, methods and processes to capture and share trends and insights.
• Articulation of experience design guardrails for product development and service implementation.

Skills

Strategic mindset

Collaboration

Storytelling

Insights into opportunities

Education

Bachelor's degree in Design

Job description

Etihad Airways in Abu Dhabi is seeking a Design Strategy Manager to shape the guest experience strategy by translating brand ambitions into tangible service ideas across all touchpoints.

You will work with brand, guest insights, operations and crew to translate insights into actionable design initiatives, driving NPS and guest satisfaction through strategic storytelling and collaborative leadership.