Manager - Data Science & Customer Value

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

Shape the future of customer experience through data, AI, and innovation.

Etihad 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 functions.

In this strategic role, you will transform customer and operational data into actionable insights that enhance customer satisfaction, improve efficiency, optimize resources, and drive measurable business value. You will leverage predictive analytics, machine learning, NLP, and Generative AI to influence decision-making, improve customer journeys, and connect experience improvements to outcomes such as loyalty, retention, revenue growth, and customer lifetime value.

Key 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.

This is an opportunity to lead transformative, AI-powered initiatives that elevate customer experience while delivering measurable value for one of the world's leading airlines.

Qualifications

• Bachelor's or Master's degree in Business Analytics, Statistics, Data Science, Applied Mathematics, or Engineering.
• 7-10 years of experience in statistics, data science, advanced analytics, decision science, or customer analytics, with 1-3 years in the airline, travel, or transportation sector preferred.
• Proven experience delivering measurable business outcomes through advanced analytics and data science.
• Experience working with large-scale customer and operational datasets.
• Demonstrated experience supporting senior stakeholders and translating complex insights into clear business recommendations.
• Strong understanding of airline business drivers is an advantage.
• Excellent communication and presentation skills.
• Collaborative team player who thrives in a matrix, fast-paced environment.
• Proactive, solution-oriented, and accountable for delivery.

Technical Skills

• Strong analytical mindset with expertise in structured and unstructured data, regression analysis, supervised and unsupervised models, forecasting models, hypothesis testing, statistical modelling, experimental design, segmentation, and clustering.
• Expertise in experimentation, testing, and optimization, including A/B testing, multivariate testing, design of experiments, and evidence-based decision making.
• Strong foundation in data science and machine learning, including predictive analytics, classification and regression techniques, machine learning algorithms, NLP, text analytics, sentiment analytics, model validation, and performance monitoring.
• Proficiency in data and visualization tools such as Python, R, SQL, Power BI, Tableau, Databricks, Azure Machine Learning, and Advanced Excel.

Additional Information

Etihad Airways is more than the UAE's national airline - we're shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our "Journey 2030" ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.