In-Flight Experience Architect

SmartRecruiters, Inc.; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job summary

Etihad Airways seeks an experienced Inflight Procedures Controller to shape guest experiences by translating service concepts into feasible onboard procedures. You will design, test, and implement standards that ensure consistent delivery across the network and support new route launches.

The role requires hospitality expertise, a supervisory cabin crew background, and strong data-driven decision-making to continually improve the guest journey. Abu Dhabi-based position with global impact.

Qualifications

• Minimum four years' cabin crew supervisory experience.
• Must maintain flying license.
• Experience in document control, administration, and writing standards.
• Working knowledge of data analytics and turning data into insight.
• Superior written and verbal English communication skills.
• Customer-obsessed mindset and passion for hospitality excellence.
• Detail-oriented, logical thinker with structured problem-solving.

Responsibilities

• Translate service development projects into operationally feasible procedures and refine existing ones.
• Develop and maintain service manuals and reference materials across channels.
• Champion process improvements in documentation and digital/visual formats.
• Conduct trend analysis to inform hospitality standards and service propositions.
• Support prototyping and validation of new product/service concepts via testing and feedback.
• Curate a comprehensive product/service library with visuals and multimedia content.
• Craft clear product/service communications for confident delivery.
• Support new route launches, activations, and aircraft entries into service.
• Conduct onboard audits and surveys to validate standards and identify improvement opportunities.

Skills

Data analytics

English communication

Customer service mindset

Problem solving

Hospitality excellence

Education

Bachelor’s degree in Hospitality Management or related field

Tools

PMP Certification

Job description

Etihad Airways seeks an experienced Inflight Procedures Controller to shape guest experiences by translating service concepts into feasible onboard procedures. You will design, test, and implement standards that ensure consistent delivery across the network and support new route launches.

The role requires hospitality expertise, a supervisory cabin crew background, and strong data-driven decision-making to continually improve the guest journey. Abu Dhabi-based position with global impact.