Senior Manager Customer Journey Strategy

About the role

Etihad is looking for a Senior Manager Customer Journey Strategy within its Revenue & Commercial division in Abu Dhabi. The role sets the vision for transforming journeys and experiences so they optimise commercial conversion and advocacy through personalised journeys, moving effectively from insight to execution.

Key responsibilities

• Create the vision for the end-to-end journey strategy across Travel, Loyalty and Partners.
• Lead strategy development for journeys, balancing customer, commercial, operational and regulatory factors.
• Develop the overarching measurement framework across journeys.
• Determine and lead an enterprise-wide stakeholder engagement plan, ensuring alignment between functional objectives and how G360 (a 360-degree guest view) supports them.
• Manage and develop DRs.
• Define operating systems, processes and tools to track journey performance, such as dynamic customer journey mapping tools and use-case documentation tools.
• Develop a G360 use-case roadmap that accounts for risks, dependencies and enablers, and support frameworks that prioritise use cases against business objectives.
• Communicate data and insight simply to diverse stakeholders so they know how to apply it to improve journeys, products and services.

Required profile

• Bachelor's degree; MBA or post-graduate degree desirable.
• 10-12 years of experience in customer insights, CX or strategy roles in service-oriented industries such as airlines, financial services, hotels or insurance, focused on customer and commercial outcomes.
• A certificate or qualification in Design Thinking, Behavioural Science or the application of Generative or Agentic AI for business transformation is advantageous.

Required skills

• Experience with CDP tools and platforms such as Adobe Suite and Braze is highly regarded.