Job Description

Synopsis
This role is integral to the management of the operations and evolution of Etihad Guest's Loyalty Management System. Working closely with various teams, including IT and Loyalty Operations, the successful candidate will be responsible for product roadmap development, user story management, incident resolution, system administration and strategic project support. The ideal candidate will possess strong technical, analytical, and communication skills, along with a deep understanding of Agile methodologies and the loyalty industry.
Other Responsibilities
Provide Product Roadmap Support:

• Support in development of a comprehensive product roadmap aligned with business strategy and other strategic projects.
• Maintain key process documents, as needed, based on features released.
• Own operational process improvement agenda based on agent, partner, and guest feedback.
• Support the user acceptance testing process as well as definition of done.
• Review and validate user stories/features.

Incident Management:

• Collaborate with internal IT teams and external vendors to resolve issues efficiently and timely as per SLA.
• Support internal and external audit processes, owning and leading interactions with the audit team.

Accountabilities
User Access Management:

• Support the management and definition of user access to the loyalty platform, following principles of role-based access.
• Support in conducting periodic review of access levels for platform users.

Platform Configuration and Partner Onboarding.

• Support the onboarding process for key partners to the loyalty ecosystem, working with key IT stakeholders (internal & partner).
• Own setup of Business Rules and system configuration to support campaigns and programme administration.
• Provide training and guidance on platform usage and best practices.
• Work with Product Manager to incorporate new feature enhancements to the system configuration/administration tool.
• Support in platform configuration for specific areas, specifically to core features related to the programme.
• Support in development of new propositions (business and technical) by incorporating existing system capabilities/using existing system capabilities efficiently.

Education & Experience

• Bachelor's degree in computer sciences, Technology, Business Administration, Data Analysis, or a related field (preferred).
• Minimum 3 years' experience, as a Product Owner or System administration or in a similar role
• Strong understanding of Agile methodologies (Scrum, Kanban)
• Excellent analytical and problem-solving skills
• Ability to work independently and manage multiple evolving priorities/timelines.
• Experience with loyalty platforms or similar systems (preferred)
• Understanding of key airline and loyalty programme concepts

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!
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Skills Required