Senior Manager Customer Journey Strategy

Role overview

Accountabilities

• Create the end-to-end journey strategy across Travel, Loyalty, and Partners.
• Lead journey strategy development while balancing customer, commercial, operational, and regulatory factors.
• Develop an overarching measurement framework for journeys.
• Lead enterprise-wide stakeholder engagement to align objectives and deliverables, including how G360 can support functional areas.
• Manage and develop direct reports.
• Define systems, processes, and tools to track journey performance, including journey mapping and use-case documentation.
• Develop a G360 use-case roadmap that considers risks, dependencies, and enablers for timely implementation across travel and loyalty journeys.
• Support prioritization frameworks that pair use-case analysis and insight with business objectives.
• Communicate complex data and insights to diverse stakeholders and explain how they can improve journeys, products, services, and delivery.

Qualifications

• Bachelor’s degree; MBA or postgraduate qualification is desirable.
• 10–12 years in customer insights, customer experience, or strategy roles in service-oriented industries, focused on customer and commercial outcomes.
• A qualification in Design Thinking, Behavioural Science, or applying generative or agentic AI to business transformation is advantageous.
• Experience with CDP platforms such as Adobe Suite or Braze is highly regarded.

About Etihad Airways

Posting information

• The posting close date is 3 November 2026.