Overview
Head of Guest Journey Jobs in Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates at Etihad
Title: Head of Guest Journey
Company: Etihad
Location: Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
Job Description
Synopsis
The Head of Guest Journey is responsible for designing, leading, and embedding an end-to-end customer journey framework across all touchpoints — digital, physical, service, and loyalty. The role ensures that customer experience design is consistent, insight-driven, and commercially aligned, enabling Etihad to deliver a seamless, personalized, and differentiated experience that builds loyalty and drives commercial return. This role serves as the voice of the customer within the business, connecting Guest 360 insights, loyalty, and operational delivery into a unified customer journey.
Accountabilities :Leadership & Governance: Lead a dedicated Customer & Journey team, including journey designers, insight specialists, and experience analysts.Establish journey governance forums to align priorities and ensure QA measures in place.Provide regular reporting to executive leadership on journey performance and guest impact.
Accountabilities
Customer Strategy & Journey Design:Define and own the customer journey framework for all guest segments, ensuring alignment to Etihad’s brand and service promise.Map current- and future-state journeys, identifying pain points, and driving unieque moments, personalisation and commercial opportunities. Translate Guest 360 and loyalty insights into tangible journey improvements and personalization.Ensure customer journeys integrate digital, physical, and partner ecosystems (lounges, airports, codeshare, JV partners).
Experience Innovation & Improvement:Collaborate with Product & Hospitality, Digital, Operations, and Commercial to deliver consistent experiences across all touchpoints aligned with the brand promise.Lead cross-functional initiatives to redesign processes, touchpoints, and service standards that improve NPS and engagement.Develop measurement frameworks for journey performance (CX metrics, NPS, repeat purchase, retention, CSAT).Partner with Loyalty to integrate recognition and reward moments into journeys.
Commercial & Guest Impact: Balance experience excellence with cost efficiency, ensuring investments drive measurable commercial outcomes. Use customer insights to design journeys that increase ancillary revenue, drive direct channel preference, and improve loyalty retention. Champion a customer-first culture, influencing leadership teams with evidence-based recommendations.
Qualifications
Education & Experience
- Education: Bachelor’s degree in Business, Marketing, Customer Experience, or related field. Master’s preferred.
- Experience:
- 12+ years in customer experience, service design, or journey management roles.
- Strong background in airlines, travel, hospitality, or customer-centric industries (e.g., retail, financial services, tech).
- Proven track record in leading cross-functional CX or transformation programs.
- Experience integrating customer insights and data (NPS, VoC, loyalty, CDP/Guest 360) into design.
- Skills:
- Service/journey design methodologies (Design Thinking, Customer Journey Mapping).
- Strong understanding of CX metrics and analytics.
- Excellent stakeholder management, influencing at executive level.
Additional Information
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.
