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 journey framework 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 optimization.
• Design AI-enabled booking experiences such as intelligent search, dynamic personalization, 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.
• Partner with Product, Brand, Technology, Loyalty, Commercial and Marketing teams.
• Establish scalable design systems and patterns for high-conversion ecommerce journeys.
• Advocate for accessibility, usability and best-in-class UX standards, and raise the maturity of AI-driven experience design through experimentation.

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 personalization-led experiences.
• Experience leading design end-to-end, from discovery through launch and optimization.
• 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 collaborator and communicator able to influence stakeholders across product, technology and commercial teams.