Senior Manager Customer Journey Strategy
Role Overview
Sets the vision for transforming customer journeys and experiences to improve commercial conversion and advocacy through personalized journeys.
Defines how to move from insight to execution while improving everyday journeys and driving customer journey innovation.
Key Skills for This Role
Full Job Posting
Role overview
Sets the vision for transforming customer journeys and experiences to improve commercial conversion and advocacy through personalized journeys.
Defines how to move from insight to execution while improving everyday journeys and driving customer journey innovation.
Accountabilities
- Create end-to-end journey strategy across travel, loyalty, and partners.
- Lead journey strategy development while reconciling customer, commercial, operational, and regulatory factors.
- Develop journey measurement frameworks.
- Lead enterprise-wide stakeholder engagement and align functional objectives and deliverables, including G360 support.
- Manage and develop direct reports.
- Define systems, processes, and tools for tracking journey performance, mapping journeys, and documenting use cases.
- Develop a G360 use-case roadmap that accounts for risks, dependencies, and enablers across travel and loyalty journeys.
- Support use-case prioritization by pairing analysis and insight with business objectives.
- Explain complex data and insights to stakeholders so they can apply them to improve journeys, products, services, and implementation.
Qualifications
- 10–12 years in customer insights, CX, or strategy roles in service-oriented industries, focused on customer and commercial outcomes.
- A bachelor’s degree, MBA, or postgraduate qualification is desirable.
- A qualification in Design Thinking, Behavioural Science, or applying Generative or Agentic AI to business transformation is advantageous.
- Experience with CDP tools and platforms such as Adobe Suite, Braze, or other platforms is highly regarded.
About Etihad Airways
Etihad Airways is based in Abu Dhabi and describes its ambition to expand its fleet and network and grow its people.
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