Senior Manager Customer Journey Strategy

Etihad Airways; Abu Dhabi; Vor Ort; AED 350.000 - 600.000; Vollzeit

Zusammenfassung

Etihad Airways in Abu Dhabi seeks a Senior Manager to drive Customer Journey Strategy, transforming journeys to boost commercial conversion and advocacy. You will set the vision, lead cross-functional strategy, and build a unified measurement framework to track performance across Travel, Loyalty and Partners.

You will collaborate with stakeholders, manage DRs, and define tools and processes for journey performance, aligning with Etihad’s Journey 2030 ambitions.

Qualifikationen

• Bachelor’s degree or MBA preferred for strategic leadership.
• 10–12 years in customer insights, CX or strategy in service industries.
• Experience with design thinking or AI for business transformation advantageous.
• CDP tools and platforms like Adobe Suite / Braze are valued.

Aufgaben

• Create the vision for end-to-end journey strategy across Travel, Loyalty and Partners.
• Lead strategy development for journeys considering customer, commercial and regulatory factors.
• Develop the measurement framework for journeys.
• Lead enterprise-wide stakeholder engagement for strategic alignment.
• Manage and develop DR's.
• Define operating systems and tools to track journey performance.
• Develop G360 use-case roadmap with risks, dependencies and enablers.
• Prioritize use cases for G360 in line with business objectives.
• Distill data/insight complexity for diverse stakeholders.

Kenntnisse

Customer insights

CX strategy

Stakeholder management

Data storytelling

Change management

Ausbildung

Bachelor’s degree / MBA

Post-graduate desirable

Tools

Adobe Suite

Braze

Jobbeschreibung

• Full-time
• Division: Revenue & Commercial Division

Job Description

The Senior Manager Customer Journey Strategy is responsible for setting the vision for how Etihad can transform journeys and experiences that optimise commercial conversion and advocacy by setting the benchmark for personalised journeys. They will define how to most effectively move from insight to execution, in a way that enhances everyday journeys and concurrently drives customer journey innovation.

Accountabilities

• 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 (a department looking at a 360 unified view of a guest) can support and enhance functional area deliverables
• Manage and develop DR's
• Define operating systems, processes and tools to ensure the team can effectively and efficiently track journey performance (e.g. dynamic customer journey mapping tools / platforms and tools required for use case documentation)
• Develop an overarching G360 use case roadmap, that effectively factors in risks, dependences and enablers to ensure use cases are efficiently and effectively implemented across different travel and loyalty journeys in a timely and on-going basis
• 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, to ensure stakeholders understand how data/insight can be applied to enhance the customer journey, products and services and functional area roles and responsibilities to implement and execute

Qualifications

• Bachelor’s degree / MBA or post-graduate desirable
• 10-12 years of experience in customer insights / CX / strategy roles in service-orientated industries (e.g. airlines, financial services, hotels, insurance), with a focus on driving customer and commercial outcomes
• Certificate or qualification in Design Thinking / Behavioural Science / Application of Gen or Agentic AI for business transformation would be advantageous
• Work experience with CDP tools and platforms such as Adobe Suite / Braze / other, highly regarded

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.