Senior Manager Customer Journey Strategy
Role Overview
Set the vision for transforming customer journeys and experiences to improve commercial conversion and advocacy through personalized journeys.
Move effectively from insight to execution while improving everyday journeys and driving customer journey innovation.
Key Skills for This Role
Full Job Posting
Role purpose
Set the vision for transforming customer journeys and experiences to improve commercial conversion and advocacy through personalized journeys.
Move effectively 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 an overarching measurement framework across journeys.
- Lead enterprise-wide stakeholder engagement to align functional objectives and deliverables and identify how G360 can support them.
- Manage and develop direct reports.
- Define systems, processes, and tools for tracking journey performance, including mapping tools and use-case documentation.
- Create a G360 use-case roadmap that accounts for risks, dependencies, and enablers across travel and loyalty journeys.
- Support use-case prioritization frameworks that combine analysis and insight with business objectives.
- Explain complex data and insights to stakeholders and how they can improve journeys, products, services, and functional execution.
Qualifications and experience
- 10–12 years in customer insights, CX, or strategy roles in service-oriented industries, focused on customer and commercial outcomes.
- Relevant industries may include airlines, financial services, hotels, and insurance.
- 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
Etihad describes itself as the UAE’s national airline, connecting people across continents from its Abu Dhabi hub.
The company’s stated Journey 2030 ambition includes doubling its fleet, expanding its network, and growing its people.
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