Senior UX Service Designer for AI-Driven Booking Experiences

Etihad Airways; Abu Dhabi; On-site; AED 240,000 - 360,000; Full time

Job summary

Etihad Airways is seeking a Lead Journey Strategist to translate strategic journey decisions into detailed, executable design across digital and physical touchpoints. You will own the experience roadmap with Product, shaping booking flows, personalization, and loyalty mechanics to drive revenue and conversion at scale.

The role requires leadership from discovery through launch, collaboration with cross-functional teams, and a focus on accessibility and best-in-class UX.

Qualifications

• 7+ years’ experience in Digital Experience Design with strong commercial and analytical understanding.
• Proven experience designing booking or high-conversion eCommerce journeys.
• Strong portfolio showing complex transactional flows and measurable business impact.
• Experience designing AI-enabled, data-driven or personalization-led digital experiences.
• Working knowledge of airline Reservations, Ticketing, Fares, Pricing and Loyalty constructs preferred.
• Demonstrated experience leading end-to-end design from discovery through launch and optimization.
• Experience with PSS environments (Sabre, Amadeus) and AI/ML product teams in production aviation.

Responsibilities

• Translate journey strategy into tangible design and executable blueprints for Digital, Operations, and partner teams.
• Own the experience roadmap in partnership with Product to support revenue growth and conversion optimization.
• Design AI-enabled booking experiences including intelligent search, dynamic personalization, and abandonment recovery.
• Translate AI capabilities into intuitive, trustworthy user interactions that improve performance.
• Lead discovery, research, journey mapping, and usability testing to validate outcomes.
• Monitor performance metrics and iterate based on insights.
• Develop scalable design systems for high-conversion ecommerce journeys.

Skills

Digital Experience Design

UX/UI

Product Design

AI-enabled design

Collaboration & communication

Tools

Sabre

Amadeus

Job description

Etihad Airways is seeking a Lead Journey Strategist to translate strategic journey decisions into detailed, executable design across digital and physical touchpoints. You will own the experience roadmap with Product, shaping booking flows, personalization, and loyalty mechanics to drive revenue and conversion at scale.

The role requires leadership from discovery through launch, collaboration with cross-functional teams, and a focus on accessibility and best-in-class UX.