Product Manager - Journey Orchestration

About the role

The Product Manager – Journey Orchestration will lead the Guest 360 product suite, shaping real‑time, data‑driven experiences for Etihad’s customers. Reporting to senior leadership, you will own the strategy, roadmap and delivery of journey orchestration capabilities across all digital touchpoints.

Key responsibilities

• Define and execute the Guest 360 product strategy, roadmap and prioritisation.
• Own journey orchestration platforms (e.g., Adobe Journey Optimizer) and design end‑to‑end omnichannel journeys, including segmentation, triggers, decisioning and personalisation.
• Translate customer data from CRM, booking and loyalty systems into actionable use cases and activation plans.
• Collaborate with data, engineering, CX, marketing and other product teams to ensure seamless integration and delivery.
• Drive data‑driven decision‑making by analysing insights to improve engagement and conversion.
• Identify new use cases, capabilities and innovation opportunities, including AI‑enabled solutions such as LLMs and NLP.
• Maintain alignment with adjacent Guest 360 platforms and other product managers.

Required profile

• 7 + years of product management experience on digital or data platforms.
• Proven track record of owning product lifecycles, roadmaps and prioritisation.
• Strong stakeholder management, communication and presentation abilities.
• Experience in the airline or travel industry is preferred.
• Familiarity with AI‑enabled personalisation use cases is a plus.

Required skills

• Adobe Journey Optimizer (or similar journey orchestration tools).
• Adobe Campaign, FirstHive, Braze.
• Adobe Experience Platform, Adobe Analytics, Adobe Experience Manager, Adobe CX.
• Customer 360 / CDP concepts and omnichannel personalisation.
• Working with customer data sets (CRM, booking, loyalty).
• LLMs, NLP and other AI‑driven personalisation engines.