Senior UX Service Designer - Guest 360

Etihad Airways; Abu Dhabi; On-site; AED 500,000 - 700,000; Full time

Job summary

Etihad Airways is seeking a Lead Journey Strategist to translate strategic journey decisions into detailed service blueprints, experience specifications, and design standards used by Digital, Operations, and partner teams. You will bridge the gap between strategic intent and operational delivery, ensuring that what is designed is built and experienced by passengers.

The role requires leading end-to-end design from discovery through launch, shaping a cohesive experience across digital and

Qualifications

• 7+ years’ experience in Digital Experience Design (UX/UI/Product Design) with strong commercial and analytical understanding.
• Proven experience designing booking or high-conversion eCommerce journeys.
• Strong portfolio showcasing 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 but not mandatory.
• Demonstrated experience leading end-to-end design from discovery through launch and optimization.
• Experience designing within technical constraints and working closely with engineering teams to deliver scalable solutions.
• Experience working with PSS environments (Sabre, Amadeus etc.) and AI/ML product teams in production aviation environments preferred.
• Recognized as a strong collaborator and communicator, capable of influencing stakeholders across product, technology and commercial 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, digital share expansion, and conversion optimization.
• Design AI-enabled booking experiences including intelligent search, dynamic personalization, predictive nudges, conversational assistance, and abandonment recovery.
• Translate AI and data capabilities into intuitive, explainable, and trust-driven user interactions that improve commercial performance.
• Lead discovery, research, journey mapping, usability testing, to validate and optimize experience outcomes.
• Continuously monitor experience performance metrics (conversion, drop-off, engagement, retention) and iterate based on insights.
• Design differentiated booking flows that simplify complex airline constructs (fares, ancillaries, bundles, loyalty redemptions).
• Partner with Product, Brand, Technology, Loyalty, Commerical and Marketing teams to ensure cohesive and commercially aligned experience delivery.
• Establish and evolve scalable design systems and patterns optimized for high-conversion ecommerce journeys.
• Advocate for accessibility, usability, and best-in-class UX standards across all booking touchpoints.
• Elevate the maturity of AI-driven experience design within the organization by embedding experimentation and insight-led design practices.

Skills

Digital Experience Design

UX/UI Design

Product Design

Data-driven personalization

AI-enabled experiences

Cross-functional collaboration

Leadership

Tools

Sabre

Amadeus

Job description

To translate journey strategy into tangible, executable design — turning the Lead Journey Strategist's framework decisions into detailed service blueprints, experience specifications, and design standards that Digital, Operations, and partner teams can implement. This role bridges the gap between strategic journey intent and operational delivery, ensuring that what Etihad commits to designing gets built and experienced by passengers.

Accountabilities

• Define and execute the design vision for G360 use cases, across a wide variety of digital and physical touchpoints
• Own the experience roadmap in partnership with Product to support revenue growth, digital share expansion, and conversion optimization.
• Design AI-enabled booking experiences including intelligent search, dynamic personalization, predictive nudges, conversational assistance, and abandonment recovery.
• Translate AI and data capabilities into intuitive, explainable, and trust-driven user interactions that improve commercial performance, customer
• Lead discovery, research, journey mapping, usability testing, to validate and optimize experience outcomes.
• Continuously monitor experience performance metrics (conversion, drop-off, engagement, retention) and iterate based on insights.
• Design differentiated booking flows that simplify complex airline constructs (fares, ancillaries, bundles, loyalty redemptions).
• Partner with Product, Brand, Technology, Loyalty, Commerical and Marketing teams to ensure cohesive and commercially aligned experience delivery.
• Establish and evolve scalable design systems and patterns optimized for high-conversion ecommerce journeys.
• Advocate for accessibility, usability, and best-in-class UX standards across all booking touchpoints.
• Elevate the maturity of AI-driven experience design within the organization by embedding experimentation and insight-led design practices.

Qualifications

• 7+ years’ experience in Digital Experience Design (UX/UI/Product Design) with strong commercial and analytical understanding.
• Proven experience designing booking or high-conversion eCommerce journeys.
• Strong portfolio showcasing 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 but not mandatory.
• Demonstrated experience leading end-to-end design from discovery through launch and optimization.
• Experience designing within technical constraints and working closely with engineering teams to deliver scalable solutions.
• Experience working with PSS environments (Sabre, Amadeus etc.) and AI/ML product teams in production aviation environments preferred.
• Recognized as a strong collaborator and communicator, capable of influencing stakeholders across product, technology and commercial teams.

Job posting close date: 9th November 2026

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.