Job description

Etihad's Design Strategy Manager sits between brand, guest insights, ground operations and crew and service, translating brand strategy into concrete experience design opportunities across every touchpoint of the guest journey. You'll lead the creation of experience design principles that shape a unified guest experience strategy aligned with brand positioning and hospitality philosophy. Guest data, market analysis and industry trends all feed into identifying design opportunities that strengthen Etihad's premium position, spanning digital, physical and service design from booking through to post flight. Prioritization matters as much as ideation, so you'll build a business impact led roadmap with clear delivery timelines from the pool of opportunities identified. Partnering closely with internal stakeholders turns those opportunities into tangible solutions, each with an implementation plan the relevant teams have signed off on. New tools, methods and processes get built along the way to capture and share trends, insights and ideas across the organization. Documentation work underpins all of it, since experience design principles and strategic guidelines need to serve as guardrails for product development and service delivery. Seven or more years developing experience design strategies, whether in consultancy or in house, is expected, ideally within aviation, hospitality or another guest experience driven industry. Strong storytelling, visual presentation and the ability to turn insights into value driven solutions round out what the role demands.