وصف الوظيفة
Role Overview
Design Strategy Manager at Etihad Airways, leading the identification, articulation and development of strategic design opportunities and initiatives for the end-to-end guest journey.
Company Overview
Etihad Airways is the UAE's national airline shaping the future of global aviation. From its hub in Abu Dhabi, the airline connects people across continents and cultures while driving its "Journey 2030" ambition to double its fleet, expand its network and grow its people for a new era of excellence.
Role Purpose
The Design Strategy Manager translates brand strategy into tangible experience design opportunities across every touchpoint of the guest journey by collaborating closely with stakeholders from brand, guest insights, ground operations and crew & service to develop implementable, business-impact-driven design strategies that enhance Etihad's premium position and market leadership.
Key Responsibilities
Strategic Design Development
- Lead creation of experience design principles to form a holistic guest experience strategy aligned with brand positioning and hospitality philosophy.
- Develop experience design strategies that translate brand identity into tangible outcomes across the end-to-end guest journey.
- Articulate and communicate strategic narratives across multiple experience touchpoints with clear benefits to guests.
Opportunity Identification
- Identify experience design opportunities within the guest journey that improve Etihad's premium position and market leadership.
- Use guest data, insights, market analyses, industry and lateral trends to identify and form experience design opportunities.
- Evaluate opportunities across digital, physical and service design spanning booking, airport, cabin and post-flight phases.
Solution Development & Implementation
- Develop identified opportunities into tangible solutions in close partnership with internal stakeholders.
- Create and align implementation plans with stakeholders to ensure feasibility and buy-in.
- Ground strategies in operational realities to lead to implementable solutions in both the short and long term.
- Improve NPS and other guest performance metrics through solution delivery.
Roadmap & Governance
- Create a business impact-led prioritized roadmap from the pool of experience opportunities with delivery timelines.
- Articulate and capture experience design principles and strategic design guidelines that serve as guardrails for product development and service implementation.
Tools & Methodology
- Identify and develop new tools, methods and processes to capture and share trends, insights, ideas and opportunities across the organization.
Qualifications & Experience
- Bachelor's degree in Design (Industrial, Interior, Transportation) with focus on user research and design strategy, or bachelor's degree in Design Research and Strategy, or relevant experience with proven track record.
- 7+ years of experience developing experience design strategies in a consultancy or in-house capacity, ideally in aviation, hospitality or guest-experience-driven industries.
Skills & Competencies
- Expert in storytelling and articulation of concepts.
- Expert in turning insights into opportunities and value-driven solutions.
- Strong visual, written and verbal presentation skills.
- Ability to lead and command respect as the subject matter expert.
- Strategic mindset to see the big picture and form cohesive strategic narratives.
- Highly collaborative and proactive mentality to align with multiple stakeholders.
- Solution-oriented approach grounded in operational realities.