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Job Description
Roles & Responsibilities
Strategic journey design: Designing future journeys reflective of the Etihad brand, which deliver seamless, delightful interactions across every touchpoint
Workshop design & execution: Conducting collaborative ideation sessions and journey mapping workshops using Mural to visualise future-state experiences
Personalization & Premium Guest Focus: Partnering with business units to roll out service models that make every premium guest feel their journey is curated for them
Guest segmentation: Definition of clear customer segments and personas, leveraging guest data and AI powered insights, to map journeys that enhance loyalty
Project coordination: Accountability for journey execution, assigning ownership and tracking progress of future journey development
Performance tracking & measurement: Defining forward-looking KPIs that measure journey success, working with analytics leads on predictive service success
Roadmap delivery: Translating the journey maps into actionable plans with milestones, deliverables and accountable owners
Business case development: Build robust business cases for customer journey investments, ensuring alignment across commercial, digital, and operational teams
Desired Candidate Profile
7+ years in customer experience, strategy, or change management within aviation, hospitality, or travel industries
Exceptional leadership, stakeholder management, and problem-solving skills
Proven record of designing and delivering future-focused customer strategies
Strong understanding of personalization, segmentation, & predictive analytics
Keen understanding of industry trends and innovative technologies
Expertise in Mural for journey mapping and collaborative ideation.
Company Industry
- Airlines
- Aviation
Department / Functional Area
- Corporate Planning
- Consulting
- Strategy
- M&A
Keywords
- Customer Journey Strategy Manager
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Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad s codeshare partners, Etihad s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!
https://careers.etihad.com/job/Abu-Dhabi-Customer-Journey-Strategy-Manager/732640422/