Senior Manager, End-to-End Customer Journeys

Etihad Airways Group

Abu Dhabi

On-site

AED 600,000 - 1,000,000

Full time

45 hours ago

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Job summary

Etihad Airways is seeking a Senior Manager Customer Journey Strategy to define the vision for transforming journeys and experiences that optimise commercial conversion and advocacy. You will set a benchmark for personalised journeys and move from insight to execution, enhancing everyday travel experiences while driving customer journey innovation.

You will lead cross-functional strategy across Travel, Loyalty and Partners, manage enterprise-wide stakeholders, and develop measurement frameworks

Qualifications

Bachelor’s degree or MBA or post-graduate desirable.
10–12 years of experience in customer insights / CX / strategy roles in service-oriented industries.
Certificate in Design Thinking / Behavioral Science / AI for business transformation would be advantageous.
Experience with CDP tools and platforms such as Adobe Suite / Braze.

Responsibilities

Create the vision for 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.
Define enterprise-wide stakeholder engagement plan to align functional objectives and enable G360 support.
Manage and develop DR's.
Define operating systems, processes and tools to track journey performance.
Develop an overarching G360 use case roadmap for cross-travel and loyalty journeys.
Support frameworks to prioritise use cases for G360, pairing analysis with business objectives.
Distill data/insight complexity for diverse stakeholders to drive journey improvements.