Senior UX Service Designer - Guest 360

About the role

Etihad Airways is looking for a Senior UX Service Designer for its Guest 360 programme. The role turns the Lead Journey Strategist's framework decisions into detailed service blueprints, experience specifications and design standards that Digital, Operations and partner teams can implement. It bridges strategic journey intent and operational delivery so that what Etihad designs gets built and experienced by passengers.

Key responsibilities

• Define and execute the design vision for Guest 360 use cases across digital and physical touchpoints.
• Own the experience roadmap with Product to support revenue growth, digital share expansion and conversion optimisation.
• Design AI-enabled booking experiences such as intelligent search, dynamic personalisation, predictive nudges, conversational assistance and abandonment recovery.
• Lead discovery, research, journey mapping and usability testing, and monitor metrics such as conversion, drop-off, engagement and retention.
• Design differentiated booking flows that simplify fares, ancillaries, bundles and loyalty redemptions.
• Build scalable design systems and patterns for high-conversion ecommerce journeys, and advocate accessibility and usability standards.
• Elevate AI-driven experience design by embedding experimentation and insight-led design practices.

Required profile

• 7+ years in Digital Experience Design (UX/UI/Product Design) with strong commercial and analytical understanding.
• Proven experience designing booking or high-conversion ecommerce journeys, with a portfolio showing complex transactional flows and measurable business impact.
• Demonstrated experience designing AI-enabled, data-driven or personalisation-led digital experiences.
• Experience leading design end-to-end, from discovery through launch and optimisation.
• Experience working within technical constraints and with engineering teams; experience with PSS environments (Sabre, Amadeus) and AI/ML product teams in production aviation environments preferred.
• Strong collaboration and communication skills, able to influence stakeholders across product, technology and commercial teams.