Manager - Data Science & Customer Value

About the role

Shape the future of customer experience through data, AI, and innovation. Etihad Airways seeks a Manager, Data Science & Customer Value Optimization to lead advanced analytics, AI, and decision‑science initiatives across Customer Care, Guest Relations, Contact Centre, Digital and Customer Experience functions. You will turn customer and operational data into actionable insights that drive loyalty, retention and revenue growth.

Key responsibilities

• Lead advanced analytics and predictive modelling to uncover business opportunities and customer insights.
• Drive AI, machine learning, NLP and Generative AI adoption to enhance customer and 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 and business action.

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, with airline or travel sector experience preferred.
• Proven track record delivering measurable business outcomes through advanced analytics.
• Experience working with large‑scale customer and operational datasets.
• Strong communication and presentation skills, with ability to support senior stakeholders.
• Collaborative, proactive and solution‑oriented team player.

Required skills

• Python
• R
• SQL
• Power BI
• Tableau
• Databricks
• Azure Machine Learning
• Advanced Excel
• Machine learning
• Natural Language Processing (NLP)