Job description

Brand ambitions mean little to a guest until they show up in the booking flow, the airport, the cabin and what happens after landing, and closing that gap is what this Design Strategy Manager role at Etihad Airways is for. Sitting in the Revenue & Commercial Division, you translate brand strategy and guest insights into experience design principles that guide every touchpoint from booking to post flight. Guest data, market analyses and industry and lateral trends feed a pool of opportunities spanning digital, physical and service design. From that pool, a business impact led roadmap sets priorities and delivery timelines. Brand, guest insights, ground operations and crew & service teams are close partners, and every solution has to be grounded in operational realities so it can be implemented. Success is measured through NPS and other guest performance metrics. Governing documentation is part of the remit too, with strategic design guidelines acting as guardrails for product development and service implementation. The position suits a designer with 7+ years developing experience design strategies in a consultancy or in-house, ideally in aviation or hospitality, who can tell a clear story and hold the room as the subject matter expert.