Senior Manager, End-to-End Customer Journeys

Showcify, Inc.; Abu Dhabi; On-site; AED 800,000 - 1,200,000; Full time

Job summary

Etihad Airways is seeking a Senior Manager Customer Journey Strategy to define the vision for end-to-end journeys across Travel, Loyalty and Partners, driving personalised experiences that optimize conversion and advocacy.

You will lead strategy across journeys, establish enterprise-wide measurement frameworks, and align stakeholder objectives to enable G360 support for journey enhancements on the network.

Qualifications

• Bachelor’s degree or MBA; postgraduate desirable.
• 10–12 years in customer insights/CX/strategy roles in service industries.
• Experience with CDP tools and platforms (Adobe Suite, Braze or similar).

Responsibilities

• Create the vision for end-to-end journey strategy across Travel, Loyalty and Partners.
• Lead strategy development for journeys, balancing customer, commercial and regulatory factors.
• Develop the overarching measurement framework across journeys.

Skills

Customer insights

CX strategy

Stakeholder management

Data storytelling

Education

Bachelor’s degree / MBA or post-graduate desirable

Tools

Adobe Suite

Braze

Job description

Etihad Airways is seeking a Senior Manager Customer Journey Strategy to define the vision for end-to-end journeys across Travel, Loyalty and Partners, driving personalised experiences that optimize conversion and advocacy.

You will lead strategy across journeys, establish enterprise-wide measurement frameworks, and align stakeholder objectives to enable G360 support for journey enhancements on the network.