Job Description

It’s an exciting time to work for Etihad Airways; we’ve grown from a national carrier to a global aviation group, transforming the industry through creativity and innovation. 

With a diversified portfolio of products and services, we care about delivering outstanding travel experiences and ensuring that Etihad is always a choice well made. We do this by leading with thoughtfulness, seeking excellence in everything we do, promoting greater wellness and sustainability for all, and working together to shape the future of aviation.

If you have a wealth of experience in leading the end-to-end airline customer experience and would like to lead Ethad's customer value proposition strategy in a dynamic environment built on collaboration, wellness and trust – we invite you to apply.

Accountabilities

• Defines and co-develops the airline's customer experience strategy and roadmap, focusing on evolving and improving the end-to-end customer journey.
• Leads cross-functional teams, working collaboratively across the organisation including but not limited to Corporate Strategy, Brand, Guest Experience, Operations and Digital. 
• Executes a new strategic function that substantially advances the Etihad Airways business and guest outcomes.
• Leads operational governance of the overall customer journey; digital, ground, inflight.
• Continuously improves the overall customer experience through journey mapping, ideation of future experiences and act a beacon for the CX vision throughout the organisation.
• Responsible for leveraging the voice of the customer, call centre and user research insights to understand customer needs, identify product design opportunities and drive cross-functional action plans.
• Leads the design, scoping and development of business cases for new initiatives to improve guests experience, including using digitisation to deliver personalisation, self-service, and customer care to improve customer satisfaction, NPS, and customer effort scores.
• Evolves the CX framework scorecard for and identifies new performance indicators, to flag where issues are taking place and consequently test and scale where key improvements can be made.

 Accountable for the evolution of Etihad’s design system – elements.

Education & Experience

• Extensive experience in retail, hospitality or tech within a global context, together with an excellent understanding of business strategy within aviation and / or tourism is also very beneficial.
• 8-12 years minimum experience in a customer-centric ‘agile’ organisation, 8 years+ management role.                           
• Extensive experience in capability building and upskilling.
• Demonstrated effective cross organisational collaboration experience

Skills Required

• Management