Data Science & Customer Value Manager

About the role

Shape the future of customer experience through data, AI, and innovation at Etihad Airways. Lead advanced analytics, AI, and decision‑science initiatives across Customer Care, Guest Relations, Contact Centre, Digital, and Customer Experience functions.

Key responsibilities

• Lead advanced analytics and predictive modelling to uncover business opportunities and customer insights.
• Drive adoption of AI, machine learning, NLP, and Generative AI to improve operational performance.
• Link NPS, CSAT, sentiment, loyalty and retention metrics to commercial and financial outcomes.
• Design and execute experimentation frameworks, including A/B testing, to optimise customer journeys.
• Partner with operational teams to improve forecasting, workforce planning, productivity and resource utilisation.
• Develop executive dashboards and value frameworks that measure revenue impact, cost savings and business performance.
• Act as a trusted advisor to senior leadership, translating data into strategic recommendations.

Required profile

• Bachelor’s or Master’s degree in Business Analytics, Statistics, Data Science, Applied Mathematics or Engineering.
• 7–10 years of experience in statistics, data science, advanced analytics or decision science; 1–3 years preferred in airline, travel or transportation.
• Proven track record delivering measurable business outcomes through advanced analytics.
• Experience working with large‑scale customer and operational data sets and supporting senior stakeholders.

Required skills

• Python
• R
• SQL
• Power BI
• Tableau
• Databricks
• Azure Machine Learning
• Advanced Excel