Job description
Role Overview
Product Manager - Journey Orchestration at Etihad Airways. This role is based at our hub in Abu Dhabi and owns the product lifecycle for Guest 360 capabilities, driving strategy, roadmap, and execution to enable real-time, data-driven customer experiences across all touchpoints.
Company Overview
Etihad Airways is the UAE's national airline, connecting people across continents and cultures from our hub in Abu Dhabi. We are executing "Journey 2030," an ambition to double our fleet, expand our network, and grow our people for a new era of excellence.
Role Purpose
Define and deliver Guest 360 capabilities with a strong focus on journey orchestration, customer data activation, and omnichannel personalization. This role translates customer data into actionable use cases and drives data-driven decision-making to improve engagement and conversion across all customer touchpoints.
Key Responsibilities
Strategy & Roadmap
- Define and deliver the Guest 360 product strategy, roadmap, and priorities
- Identify and prioritize new use cases, capabilities, and innovation opportunities
- Translate customer data (CRM, booking, loyalty) into actionable use cases and activation strategies
Journey Orchestration & Personalization
- Own journey orchestration capabilities across platforms (for example, Adobe Journey Optimizer or similar)
- Design and optimize omnichannel customer journeys, including segmentation, triggers, decisioning, and personalization
Cross-functional Delivery
- Partner with cross-functional teams (data, engineering, CX, marketing) to ensure end-to-end delivery and integration
- Collaborate with other Product Managers to ensure alignment across Guest 360 and adjacent platforms
Analytics & Decision-Making
- Drive data-driven decision-making, leveraging analytics and insights to improve engagement and conversion
Qualifications & Experience
- 7+ years of experience in Product Management focused on digital and data platforms
- Strong experience with journey orchestration platforms such as Adobe Journey Optimizer, Adobe Campaign, FirstHive, or Braze
- Solid understanding of Customer 360, CDP, personalization, and omnichannel engagement
- Hands-on experience working with customer data sets including CRM, booking, and loyalty systems
- Proven track record in product lifecycle management, roadmap ownership, and prioritization
- Airline or travel industry experience is preferable
- Adobe ecosystem experience (AEP, Adobe Analytics, AEM, Adobe CX) is desirable
- Exposure to AI-enabled use cases (LLMs, NLP, personalization engines) is desirable
Skills & Competencies
- Strong stakeholder management, communication, and presentation skills