Etihad AirwaysSenior Manager Customer Journey Strategy
Etihad Airways is hiring a Senior Manager Customer Journey Strategy in Abu Dhabi, United Arab Emirates. Level rates it ; you can apply on Etihad Airways.
Level's read on this job
- On Level's scale, this role is Little AI ●○○○: aI is not part of the work.
- The posting mentions Adobe Suite, Braze and customer journey among its tools and skills.
- Level classes it as a senior role.
- Etihad Airways has 102 other open roles on Level.
- Posted within the past week.
AI in this role
Lead customer journey strategy and vision at Etihad, defining personalization frameworks and commercial conversion paths.
The Senior Manager Customer Journey Strategy is responsible for setting the vision for how Etihad can transform journeys and experiences that optimise commercial conversion and advocacy by setting the benchmark for personalised journeys. They will define how to most effectively move from insight to execution, in a way that enhances everyday journeys and concurrently drives customer journey innovation.
Accountabilities
• Create the vision for the overarching end to end journey strategy across Travel, Loyalty and Partners
• Lead strategy development for journeys, reconciling customer, commercial, operational and regulatory factors
• Develop the overarching measurement framework across journeys
• Determine and lead enterprise-wide stakeholder engagement plan, to ensure strategic alignment between functional area objectives and deliverables, and how G360 (a department looking at a 360 unified view of a guest) can support and enhance functional area deliverables
• Manage and develop DR's
• Define operating systems, processes and tools to ensure the team can effectively and efficiently track journey performance (e.g. dynamic customer journey mapping tools / platforms and tools required for use case documentation)
• Develop an overarching G360 use case roadmap, that effectively factors in risks, dependences and enablers to ensure use cases are efficiently and effectively implemented across different travel and loyalty journeys in a timely and on-going basis
• Support frameworks to prioritise use cases for the G360 program, pairing analysis and insight with business objectives
• Effectively distil data/insight complexity when communicating to diverse stakeholders’ groups, to ensure stakeholders understand how data/insight can be applied to enhance the customer journey, products and services and functional area roles and responsibilities to implement and execute
• Bachelor’s degree / MBA or post-graduate desirable
• 10-12 years of experience in customer insights / CX / strategy roles in service-orientated industries (e.g. airlines, financial services, hotels, insurance), with a focus on driving customer and commercial outcomes
• Certificate or qualification in Design Thinking / Behavioural Science / Application of Gen or Agentic AI for business transformation would be advantageous
• Work experience with CDP tools and platforms such as Adobe Suite / Braze / other, highly regarded
Posting close date: 3rd November 2026
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.
How we rate this
Senior Manager Customer Journey Strategy at Etihad Airways rates 20 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where customer journey was part of your work. What did you do?
- Tell me about a project where strategy was part of your work. What did you do?
- Tell me about a project where design thinking was part of your work. What did you do?
- Tell me about a project where behavioural science was part of your work. What did you do?
- Walk me through how you've used Adobe Suite in your day-to-day work.
Adapt your resume
- List these exact terms on your resume: Customer Journey, Strategy, Design Thinking, Behavioural Science, and Adobe Suite. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
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