Manager, AI-Driven Customer Value & Insights

Etihad Airways; Abu Dhabi; On-site; AED 320,000 - 520,000; Full time

Job summary

Etihad Airways is seeking a Manager, Data Science & Customer Value Optimization to lead advanced analytics, AI, and decision science initiatives across Customer Care, Guest Relations, Contact Centre, Digital, and Customer Experience. You will transform customer and operational data into insights that improve satisfaction, efficiency, and revenue, leveraging NLP and Generative AI to drive measurable value.

The role demands translating complex data into strategic recommendations, building

Qualifications

• 7–10 years in statistics, data science, or advanced analytics.
• Experience in airline, travel, or transportation preferred.
• Proven ability delivering measurable business outcomes.
• Experience with large-scale customer and operational datasets.
• Translate insights into clear business recommendations.

Responsibilities

• Lead advanced analytics and predictive modelling to uncover business opportunities and customer insights.
• Drive AI, Machine Learning, NLP, and Generative AI adoption to enhance customer and operational performance.
• Link NPS, CSAT, sentiment, loyalty, and retention metrics to commercial and financial outcomes.
• Design and execute experimentation frameworks, including A/B testing, to optimize customer journeys.
• Partner with operational teams to improve forecasting, workforce planning, productivity, and resource utilization.
• Develop executive dashboards and value frameworks that measure revenue impact, cost savings, and business performance.
• Act as a trusted advisor to senior leadership, translating data into strategic recommendations and business action.

Skills

Strong communication skills

Stakeholder management

Data storytelling

Team collaboration

Problem solving

Education

Bachelor's or Master's degree in Business Analytics, Statistics, Data Science, Applied Mathematics, or Engineering

Tools

Python

R

SQL

Power BI

Tableau

Databricks

Azure Machine Learning

Advanced Excel

Job description

Etihad Airways is seeking a Manager, Data Science & Customer Value Optimization to lead advanced analytics, AI, and decision science initiatives across Customer Care, Guest Relations, Contact Centre, Digital, and Customer Experience. You will transform customer and operational data into insights that improve satisfaction, efficiency, and revenue, leveraging NLP and Generative AI to drive measurable value.

The role demands translating complex data into strategic recommendations, building