Manager Service Design Implementation Etihad Airways

Develop, design, and refine inflight services and service delivery procedures, with the design based on the product, culinary and customer experience concepts.

Drive consistency, efficiency, and operational feasibility in service design, current processes, new service designs, or offerings, ensuring they are compliant with safety, brand, and crew complement standards.

Accountable for analyzing trend data and routine audit to refine standards, monitor product performance, and drive remedial actions, supported by a robust and reliable database management framework.

Create and approve updates to Service & Hospitality manuals, and crew reference materials and matrixes.

Design streamlined, and cost-efficient onboard logistics e.g., GLP/ELP, equipment definition and service profiles.

Manage and facilitate end-to-end co-creation workshops: inflight service, product trials, and other service development projects, working with Cabin Safety, Cabin Crew Performance & Operations, Cabin Crew Training and Catering Operations, to ensure successful onboard implementation.

Lead service and product development working groups for the introduction of new aircraft entry-into-service, new routes, changes, and implementation of programmes.

Coach and develop brand ambassadors, to showcase and support cabin crew to deliver the desired customer experience propositions.

Evaluate and report on data trends for improvement to onboard products, service procedures, customer, and employee user experience, to ensure remedial actions are taken.

Provide recommendations for actions and improvements to key stakeholders to drive consistency and improve NPS.

Partner with key stakeholders: Service Delivery (Crew Performance), Service Training, Operations, Cabin Safety, Catering Ops, to ensure that service & hospitality standards and expectations are understood to support training, coaching and performance management.

Foster and promote a positive cabin crew relations environment through direct comms/Engagement Workshops/CBC Support Desk/online platforms/forums/Crew Training presence.