Teams at Etihad Airways

Supports business intelligence, data analytics, digitalization, and process automation for the Technical department. Develops dashboards and automated reports, validates data quality, manages data flows, and translates operational data into actionable insights. Leads analytics and digital initiatives from requirements gathering through deployment and continuous improvement, while identifying workflow automation opportunities, coordinating stakeholders, evaluating tools, and promoting data literacy and adoption.

Leads guest experience strategy by translating brand ambitions, customer insights, market trends, and operational realities into service, digital, and physical design opportunities. Develops experience principles, prioritizes roadmaps, creates implementation plans, establishes design methodologies, and governs strategic documentation across the end-to-end guest journey. Collaborates with brand, insights, operations, and service stakeholders to improve guest experiences, premium positioning, and performance metrics.

Designs and optimizes end-to-end web and app experiences, including AI-enabled journeys, personalization, recommendations, and conversational interfaces. Leads discovery, research, journey mapping, usability testing, experimentation, and design-system development. Partners with Product, Technology, Marketing, Commercial, Loyalty, Operations, and Brand teams to deliver accessible, intuitive experiences that improve conversion, engagement, retention, revenue, efficiency, and customer satisfaction.