Head of Customer Experience

1 week ago


Abu Dhabi, United Arab Emirates Etihad Airways Full time

Synopsis

It’s an exciting time to work for Etihad Airways; we’ve grown from a national carrier to a global aviation group, transforming the industry through creativity and innovation.
With a diversified portfolio of products and services, we care about delivering outstanding travel experiences and ensuring that Etihad is always a choice well made. We do this by leading with thoughtfulness, seeking excellence in everything we do, promoting greater wellness and sustainability for all, and working together to shape the future of aviation.
If you have a wealth of experience in leading the end-to-end airline customer experience and would like to lead Ethad's customer value proposition strategy in a dynamic environment built on collaboration, wellness and trust - we invite you to apply.

Accountabilities

Defines and co-develops the airline's customer experience strategy and roadmap, focusing on evolving and improving the end-to-end customer journey.

Leads cross-functional teams, working collaboratively across the organisation including but not limited to Corporate Strategy, Brand, Guest Experience, Operations and Digital.

Executes a new strategic function that substantially advances the Etihad Airways business and guest outcomes.

Leads operational governance of the overall customer journey; digital, ground, inflight.

Continuously improves the overall customer experience through journey mapping, ideation of future experiences and act a beacon for the CX vision throughout the organisation.

Responsible for leveraging the voice of the customer, call centre and user research insights to understand customer needs, identify product design opportunities and drive cross-functional action plans.

Leads the design, scoping and development of business cases for new initiatives to improve guests experience, including using digitisation to deliver personalisation, self-service, and customer care to improve customer satisfaction, NPS, and customer effort scores.

Evolves the CX framework scorecard for and identifies new performance indicators, to flag where issues are taking place and consequently test and scale where key improvements can be made.

Accountable for the evolution of Etihad’s design system - elements.

Education & Experience

Extensive experience in retail, hospitality or tech within a global context, together with an excellent understanding of business strategy within aviation and / or tourism is also very beneficial.

8-12 years minimum experience in a customer-centric ‘agile’ organisation, 8 years+ management role.

Extensive experience in capability building and upskilling.

Demonstrated effective cross organisational collaboration experience

**About Etihad Airways**

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.

Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.



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