Head of End-to-End Customer Journey Strategy

Etihad Engineering; Abu Dhabi; On-site; AED 300,000 - 420,000; Full time

Job summary

Etihad Airways, based in Abu Dhabi, is seeking a Senior Manager of Customer Journey Strategy to shape the vision for end-to-end journeys across Travel, Loyalty and Partners. The role focuses on transforming journeys to optimise commercial conversion and advocacy while ensuring insights translate into executable actions.

The candidate will lead enterprise-wide strategy, develop measurement frameworks, engage stakeholders, and drive use-case roadmaps within the G360 program, balancing customer and

Qualifications

• Bachelor's degree or MBA / postgraduate desirable.
• 10–12 years in customer insights, CX or strategy roles in service industries.
• Certificate in Design Thinking / Behavioral Science / AI for business transformation advantageous.
• Experience with CDP tools and platforms such as Adobe Suite / Braze.

Responsibilities

• Create the vision for end-to-end journey strategy across Travel, Loyalty and Partners.
• Lead strategy development for journeys aligning customer, commercial, operational and regulatory factors.
• Develop the overarching measurement framework across journeys.
• Define operating model and stakeholder engagement to align objectives and utilise G360 capabilities.
• Manage and develop DR's.
• Define systems, processes and tools to track journey performance.
• Develop an overarching G360 use-case roadmap with risks, dependencies and enablers.
• Prioritize use cases for the G360 program through data-driven insights.
• Distill data/insight complexity for diverse stakeholders.

Skills

Customer insights

CX strategy

Stakeholder management

Data storytelling

Education

Bachelor's degree / MBA

Tools

Adobe Suite

Braze

Job description

Etihad Airways, based in Abu Dhabi, is seeking a Senior Manager of Customer Journey Strategy to shape the vision for end-to-end journeys across Travel, Loyalty and Partners. The role focuses on transforming journeys to optimise commercial conversion and advocacy while ensuring insights translate into executable actions.

The candidate will lead enterprise-wide strategy, develop measurement frameworks, engage stakeholders, and drive use-case roadmaps within the G360 program, balancing customer and