Head of Product & Service Quality & Experience

Etihad food group; Abu Dhabi; Presencial; AED 240.000 - 420.000; Jornada completa

Descripción de la vacante

Etihad Airways seeks a senior leader to oversee quality assurance and continuous improvement across its premium product, service design and guest experience. You will ensure compliance with approved specifications, brand requirements and operational standards, and drive corrective actions across the end-to-end guest journey.

You will cultivate cross-functional quality reviews, identify gaps between intended and delivered experiences, and translate findings into measurable improvements for cabin,

Formación

• Bachelor’s degree in Hospitality, Business, Aviation, Quality Management, Customer Experience or a related field
• Minimum 5 years of experience in product or service quality, quality assurance, guest experience, service design, operational performance or continuous improvement, preferably within aviation or a premium service environment
• Strong knowledge of quality assurance, compliance reviews, root-cause analysis, corrective action management, process governance and performance reporting
• Strong stakeholder management, analytical and communication skills, with the ability to assess evidence objectively, challenge constructively and translate findings into practical and measurable improvements

Responsabilidades

• Lead Product Process Quality Assurance – assess development processes, governance, specifications and implementation standards; identify gaps, risks and deviations; track corrective actions to closure
• Lead Product Quality & Implementation – review products across cabins and guest touchpoints to verify implementation of approved specifications and quality requirements
• Lead Service Design Assurance – assess service design outputs against experience principles, standards and brand requirements; ensure concepts are executable and measurable
• Lead Service Delivery Quality – evaluate Cabin Crew and operations delivery against standards via observations, feedback and performance indicators
• Lead Cross-functional Quality Reviews – manage structured quality/compliance reviews across Product, Service Design, Cabin Crew, Catering, Lounges and other teams
• Lead Findings, Corrective Actions & Closure – document findings, root-cause analysis, action plans and verify closure
• Support Quality Standards & Governance – maintain standards, criteria, scorecards and reporting frameworks
• Drive Continuous Improvement – translate insights into prioritised recommendations and sustainable enhancements
• Provide Leadership Reporting – report on compliance, findings, risks, action status and improvements

Conocimientos

Quality assurance

Stakeholder management

Analytical thinking

Communication skills

Process governance

Educación

Bachelor’s degree in Hospitality, Business, Aviation, Quality Management, Customer Experience or related field

Descripción del empleo

Etihad Airways seeks a senior leader to oversee quality assurance and continuous improvement across its premium product, service design and guest experience. You will ensure compliance with approved specifications, brand requirements and operational standards, and drive corrective actions across the end-to-end guest journey.

You will cultivate cross-functional quality reviews, identify gaps between intended and delivered experiences, and translate findings into measurable improvements for cabin,