Customer Journey Strategy Manager

This role is about future-focused guest experience strategy, responsible for developing winning guest journeys that align with Etihad' s brand DNA and Vision 2030 and ensure long-term differentiation and industry leadership. Customer Journey Strategy Manager focuses on engineering transformative experiences that anticipate customer needs, leverage digital potential, leave lasting memories and drive hyper-personalization at scale. The Customer Journey Strategy Manager will be deep diving into segmentation, technical innovation, hospitality and service recovery.

Strategic journey design: Designing future journeys reflective of the Etihad brand, which deliver seamless, delightful interactions across every touchpoint

Workshop design & execution: Conducting collaborative ideation sessions and journey mapping workshops using Mural to visualise future-state experiences

Personalization & Premium Guest Focus: Partnering with business units to roll out service models that make every premium guest feel their journey is curated for them

Guest segmentation: Definition of clear customer segments and personas, leveraging guest data and AI powered insights, to map journeys that enhance loyalty

Project coordination: Accountability for journey execution, assigning ownership and tracking progress of future journey development

Performance tracking & measurement: Defining forward-looking KPIs that measure journey success, working with analytics leads on predictive service success

Roadmap delivery: Translating the journey maps into actionable plans with milestones, deliverables and accountable owners

Business case development: Build robust business cases for customer journey investments, ensuring alignment across commercial, digital, and operational teams

7+ years in customer experience, strategy, or change management within aviation, hospitality, or travel industries

Exceptional leadership, stakeholder management, and problem-solving skills

Proven record of designing and delivering future-focused customer strategies

Strong understanding of personalization, segmentation, & predictive analytics

Keen understanding of industry trends and innovative technologies

Expertise in Mural for journey mapping and collaborative ideation.