Director of Customer Data and Insights

About This Role

Job Description The Director of Customer Data and Insights will lead the design and execution of Etihad’s Guest 360 data strategy , creating a single source of truth for every guest and driving insight-led decision-making across the airline. This role is responsible for integrating data from multiple touchpoints (loyalty, digital, commercial, guest experience) into actionable insights that enhance personalization, loyalty engagement, and commercial performance.

This is a transformational leadership role , shaping how Etihad competes globally by using data as a strategic asset.

Data Integration & Governance

• Lead creation of golden customer records and identity resolution across multiple systems.
• Ensure data privacy, quality, and compliance with global standards (GDPR, CCPA, UAE data regulations).

Commercial & Guest Impact

• Translate data into measurable revenue growth, guest satisfaction, and loyalty retention.
• Drive next-best-action recommendations for upsell, cross-sell, and retention.

Support Etihad’s global partnership ecosystem with insights that enhance co-branded products and JV performance

Strategy & Leadership

• Define and execute the Guest 360 data vision in alignment with Etihad’s digital and commercial strategy.
• Enriching a unified Customer Data Platform (CDP), integrating loyalty, digital, operational, and partner data.
• Lead a cross-functional data team spanning analytics, data engineering, data science, and governance.
• Champion a data-driven culture, ensuring leaders across Revenue Commercial, and Guest Experience leverage insights in decision-making.

Analytics & Insights

• Develop advanced segmentation and predictive models to enable personalized offer management.
• Deliver real-time dashboards and reporting for commercial and executive teams.
• Partner with Loyalty, Sales, Marketing, Revenue Management, and Product and Hospitality to operationalize insights into campaigns and enhanced customer touchpoints.
• Develop effectiveness modeling to continuously optimize engagement strategies and revenue opportunities.

Qualifications

• Bachelor’s degree in data science, Computer Science, Statistics, or related field. MBA is a plus.
• 15+ years in data leadership roles, ideally in airlines, travel, consumer tech, streaming, or retail loyalty ecosystems.
• Proven track record of delivering Customer 360/CDP programs at scale.
• Strong expertise in data governance, analytics, and AI/ML for personalization.
• Commercial mindset with experience turning insights into business outcomes.
• Technical Skills: Familiarity with platforms such as Salesforce, Adobe Experience Platform, proficiency in SQL, Python/R, BI tools.
• Leadership: Experience leading multi-disciplinary data teams and influencing C-level stakeholders.

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.