Senior Manager, End-to-End Customer Journey Strategy

Etihad Airways; Abu Dhabi; On-site; AED 350,000 - 600,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer insights

CX strategy

Stakeholder management

Data storytelling

Change management

Education

Bachelor’s degree / MBA

Post-graduate desirable

Tools

Adobe Suite

Braze

Job description

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.