Lead, End-to-End Customer Journey Strategy

Etihad food group; Abu Dhabi; On-site; AED 260,000 - 380,000; Full time

Job summary

Etihad Airways in Abu Dhabi is seeking a Senior Manager, Customer Journey Strategy to define the vision for transforming journeys that boost commercial conversion and advocacy through personalized experiences.

You will lead strategy across Travel, Loyalty and Partners, develop a unified measurement framework, and align diverse stakeholders to implement journey improvements at scale within the G360 program.

Qualifications

• 10-12 years of experience in customer insights / CX / strategy roles in service-orientated industries.
• Experience in driving customer and commercial outcomes.
• Certificate or qualification in Design Thinking / Behavioural Science / AI for business transformation would be advantageous.

Responsibilities

• Create the vision for the overarching end to end journey strategy across Travel, Loyalty and Partners.
• Lead strategy development for journeys, reconciling customer, commercial, operational and regulatory factors.
• Develop the overarching measurement framework across journeys.
• Determine and lead enterprise-wide stakeholder engagement plan, to ensure strategic alignment between functional area objectives and deliverables, and how G360 can support and enhance functional area deliverables.
• Manage and develop DR's and define operating systems, processes and tools for journey performance tracking.
• Develop an overarching G360 use case roadmap, factoring in risks, dependences and enablers for timely implementation.
• Support frameworks to prioritise use cases for the G360 program, pairing analysis and insight with business objectives.
• Effectively distil data/insight complexity when communicating to diverse stakeholders’ groups.

Skills

Customer insights

CX strategy

Stakeholder engagement

Education

Bachelor’s degree / MBA or post-graduate desirable

Tools

Adobe Suite

Braze

Job description

Etihad Airways in Abu Dhabi is seeking a Senior Manager, Customer Journey Strategy to define the vision for transforming journeys that boost commercial conversion and advocacy through personalized experiences.

You will lead strategy across Travel, Loyalty and Partners, develop a unified measurement framework, and align diverse stakeholders to implement journey improvements at scale within the G360 program.