Job Description

Synopsis
This role is about future-focused guest experience strategy, responsible for developing winning guest journeys that align with Etihad's brand DNA and Vision 2030 and ensure long-term differentiation and industry leadership. Customer Journey Strategy Manager focuses on engineering transformative experiences that anticipate customer needs, leverage digital potential, leave lasting memories, and drive hyper-personalization at scale. The Customer Journey Strategy Manager will be deep diving into segmentation, technical innovation, hospitality, and service recovery.
Accountabilities

• 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

Education & Experience

• 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.

About 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!
To learn more, visit
Recruitment Fraud Alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

Skills Required