Business Support Controller

Are you excited by the potential of AI, automation and digital innovation to transform customer experiences?

As a Business Support Controller, you will play a key role in bridging Guest Experience and Technology, turning guest and operational challenges into practical, scalable solutions across AI, automation, digital, data and cloud technologies.

You will work closely with stakeholders across Guest Support, Guest Relations, Operations, Digital and Technology teams to reimagine how we serve our guests, enhance colleague productivity and drive operational excellence. Your work will directly contribute to improving the customer journey while helping shape the future of technology-enabled transformation at Etihad.

This role is ideal for analytical problem-solvers who enjoy translating business needs into impactful solutions and want to be at the forefront of innovation in a fast-paced, customer-centric environment.

Accountabilities

• Partner with Guest Support, Guest Relations, Digital, Operations and Technology teams to identify and solve key guest and operational pain points.
• Translate business needs into clear requirements, solution designs and implementation roadmaps.
• Identify and prioritise opportunities for AI, automation, Copilot and digital self-service solutions.
• Design and support solutions that improve:
  • Guest self-service and contact deflection
  • First-contact resolution and reduction of repeat contacts
  • Agent productivity and knowledge accessibility
  • Case and complaint management
  • Service recovery processes
  • Quality and compliance outcomes
• Develop and maintain a prioritised Guest Experience technology and AI roadmap aligned with business objectives.
• Lead proof-of-value initiatives and pilot programmes, defining measurable success criteria before scaling solutions.
• Ensure solutions are secure, resilient, scalable and aligned with governance requirements.
• Support technology and vendor assessments, business case development and investment decisions.
• Establish and maintain appropriate governance frameworks for guest-facing AI solutions.
• Track and measure benefits to ensure solutions deliver tangible guest, operational and financial value.

What You'll Love About This Role

• Be at the forefront of AI, automation and digital transformation within a globally recognised airline.
• Work on initiatives that directly influence millions of guest interactions and customer journeys.
• Collaborate with diverse stakeholders across commercial, operational and technology functions.
• Drive innovation from concept to implementation, seeing the real-world impact of your ideas.
• Develop expertise across emerging technologies, data analytics, customer experience and business transformation.
• Join a high-performing environment where curiosity, innovation and continuous improvement are encouraged.

Education & Experience

• Bachelor's degree in Business Analytics, Data Analytics, Finance, Economics, Information Systems, Business Administration or a related field.
• 3+ years' experience in business intelligence, reporting, analytics, business support, finance or operations; experience in a complex service, airline or customer-care environment is an advantage.
• Advanced Excel and strong Power BI, Tableau, Looker or equivalent dashboarding capability; able to build automated, interactive and near real-time reporting.
• Strong analytical capability, including trend, variance, root-cause, forecasting and scenario analysis, with sound business and financial judgement.
• Practical experience using AI and automation tools for analysis, reporting and productivity, with appropriate validation, governance and data confidentiality.
• Working knowledge of data modelling, SQL, Power Query, Python or similar tools is desirable.
• Strong stakeholder management, communication and data-storytelling skills; organised, curious, accurate and able to manage multiple priorities.

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

Recruitment Fraud Alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.