Senior Manager Customer Journey Strategy

About the role

The Senior Manager Customer Journey Strategy will set the vision for transforming Etihad's customer journeys, driving commercial conversion and advocacy through personalised experiences. This role bridges insight and execution to innovate everyday journeys across travel, loyalty and partner channels.

Key responsibilities

• Create the vision for an end‑to‑end journey strategy across Travel, Loyalty and Partners.
• Lead strategy development, balancing customer, commercial, operational and regulatory factors.
• Develop a measurement framework and enterprise‑wide stakeholder engagement plan.
• Define operating systems, processes and tools for journey performance tracking.
• Build a G360 use‑case roadmap, prioritising use cases and managing risks.
• Communicate data and insight complexity to diverse stakeholder groups.

Required profile

• Bachelor’s degree; MBA or postgraduate qualification is desirable.
• 10‑12 years of experience in customer insights, CX or strategy within service‑oriented industries.
• Certificates in Design Thinking, Behavioural Science or AI for business transformation are advantageous.
• Experience with CDP tools and platforms such as Adobe Suite or Braze is highly regarded.

Required skills

• Proficiency with Adobe Suite CDP tools.
• Proficiency with Braze or similar customer engagement platforms.