Manager - Data Science & Customer Value

Role Overview

Manager - Data Science & Customer Value at Etihad Airways, based in Abu Dhabi. This strategic role leads advanced analytics, AI, and decision science initiatives across Customer Care, Guest Relations, Contact Centre, Digital, and Customer Experience functions.

Company Overview

Etihad Airways is the UAE's national airline, connecting people across continents and cultures from its hub in Abu Dhabi. The organization is executing "Journey 2030" ambition to double its fleet, expand its network, and grow its people for a new era of excellence.

Role Purpose

Transform customer and operational data into actionable insights that enhance customer satisfaction, improve efficiency, optimize resources, and drive measurable business value. Leverage predictive analytics, machine learning, NLP, and Generative AI to influence decision-making, improve customer journeys, and connect experience improvements to outcomes such as loyalty, retention, revenue growth, and customer lifetime value.

Key Responsibilities

Analytics & Modeling

• Lead advanced analytics and predictive modelling to uncover business opportunities and customer insights.
• Develop strong analytical mindset with expertise in structured and unstructured data, regression analysis, supervised and unsupervised models, forecasting models, hypothesis testing, statistical modelling, experimental design, segmentation, and clustering.

AI & Innovation

• Drive AI, Machine Learning, NLP, and Generative AI adoption to enhance customer and operational performance.

Metrics & Performance

• Link NPS, CSAT, sentiment, loyalty, and retention metrics to commercial and financial outcomes.
• Develop executive dashboards and value frameworks that measure revenue impact, cost savings, and business performance.

Experimentation & Optimization

• Design and execute experimentation frameworks, including A/B testing, to optimize customer journeys.
• Deliver expertise in experimentation, testing, and optimization, including A/B testing, multivariate testing, design of experiments, and evidence-based decision making.

Operations & Planning

• Partner with operational teams to improve forecasting, workforce planning, productivity, and resource utilization.

Leadership & Advisory

• Act as a trusted advisor to senior leadership, translating data into strategic recommendations and business action.
• Support senior stakeholders and translate complex insights into clear business recommendations.

Qualifications & Experience

• Bachelor's or Master's degree in Business Analytics, Statistics, Data Science, Applied Mathematics, or Engineering.
• 7–10 years of experience in statistics, data science, advanced analytics, decision science, or customer analytics.
• 1–3 years in the airline, travel, or transportation sector preferred.
• Proven experience delivering measurable business outcomes through advanced analytics and data science.
• Experience working with large-scale customer and operational datasets.
• Strong understanding of airline business drivers is an advantage.

Skills & Competencies

Technical Skills

• Proficiency in Python, R, SQL, Power BI, Tableau, Databricks, Azure Machine Learning, and Advanced Excel.
• Strong foundation in data science and machine learning, including predictive analytics, classification and regression techniques, machine learning algorithms, NLP, text analytics, sentiment analytics, model validation, and performance monitoring.

Soft Skills

• Excellent communication and presentation skills.
• Collaborative team player who thrives in a matrix, fast-paced environment.
• Proactive, solution-oriented, and accountable for delivery.