Senior UX Service Designer: AI-Driven Booking Experiences

Etihad food group; Abu Dhabi; On-site; AED 300,000 - 600,000; Full time

Job summary

Etihad Airways seeks an senior Digital Experience Designer to translate journey strategy into tangible design standards and detailed blueprints. This role bridges strategic intent with operations, ensuring that what is designed is built and experienced by passengers across digital and physical touchpoints.

You will lead end-to-end design from discovery through launch, partnering with Product, Tech, Brand, Loyalty and Commercial teams to optimize conversion, revenue growth and customer

Qualifications

• 7+ years in digital experience design with commercial and analytics focus.
• Proven booking/high-conversion eCommerce design experience.
• Portfolio with complex transactional flows and measurable business impact.
• Demonstrated experience designing AI-enabled, data-driven or personalization-led digital experiences.
• Working knowledge of airline reservations, ticketing, fares, pricing, and loyalty constructs preferred.
• Experience leading end-to-end design from discovery through launch and optimization.
• Experience collaborating with engineering to deliver scalable solutions and influencing cross-functional teams.

Responsibilities

• Define and execute the design vision for G360 use cases across digital and physical touchpoints.
• Own the experience roadmap in partnership with Product to support revenue growth and conversion optimization.
• Design AI-enabled booking experiences including intelligent search, personalized flows, and predictive nudges.
• Translate AI/data capabilities into intuitive, explainable user interactions that drive commercial performance.
• Lead discovery, research, journey mapping, and usability testing to validate outcomes.
• Monitor experience metrics (conversion, drop-off, engagement) and iterate based on insights.
• Create differentiated booking flows for complex airline constructs (fares, ancillaries, loyalty)
• Partner with Product, Brand, Technology, Loyalty, Commercial and Marketing for cohesive delivery.
• Establish scalable design systems and patterns optimized for high-conversion journeys.
• Advocate for accessibility and best-in-class UX across all touchpoints.
• Elevate AI-driven experience design via experimentation and insight-led methods.

Skills

UX design

Product design

Digital experience

AI-enabled design

Stakeholder collaboration

End-to-end design

Data-driven design

Tools

Sabre PSS

Amadeus PSS

Job description

Etihad Airways seeks an senior Digital Experience Designer to translate journey strategy into tangible design standards and detailed blueprints. This role bridges strategic intent with operations, ensuring that what is designed is built and experienced by passengers across digital and physical touchpoints.

You will lead end-to-end design from discovery through launch, partnering with Product, Tech, Brand, Loyalty and Commercial teams to optimize conversion, revenue growth and customer