Senior UX Service Designer - Guest 360

Role Overview

Senior UX Service Designer - Guest 360 at Etihad Airways, Abu Dhabi. This role translates journey strategy into tangible, executable design—converting strategic framework decisions into detailed service blueprints, experience specifications, and design standards that Digital, Operations, and partner teams can implement. It bridges the gap between strategic journey intent and operational delivery, ensuring that what Etihad commits to designing gets built and experienced by passengers.

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

To define and execute the design vision for Guest 360 use cases across digital and physical touchpoints, translating AI and data capabilities into intuitive, explainable, and trust-driven user interactions that improve commercial performance and customer outcomes. The role owns the experience roadmap in partnership with Product to support revenue growth, digital share expansion, and conversion optimization.

Key Responsibilities

Experience Design & Strategy

• Define and execute the design vision for Guest 360 use cases across a wide variety of digital and physical touchpoints.
• Own the experience roadmap in partnership with Product to support revenue growth, digital share expansion, and conversion optimization.
• Design AI-enabled booking experiences including intelligent search, dynamic personalization, predictive nudges, conversational assistance, and abandonment recovery.
• Translate AI and data capabilities into intuitive, explainable, and trust-driven user interactions that improve commercial performance and customer outcomes.
• Design differentiated booking flows that simplify complex airline constructs including fares, ancillaries, bundles, and loyalty redemptions.

Research & Validation

• Lead discovery, research, journey mapping, and usability testing to validate and optimize experience outcomes.
• Continuously monitor experience performance metrics including conversion, drop-off, engagement, and retention, and iterate based on insights.

Design Systems & Standards

• Establish and evolve scalable design systems and patterns optimized for high-conversion ecommerce journeys.
• Advocate for accessibility, usability, and best-in-class UX standards across all booking touchpoints.

Collaboration & Organizational Growth

• Partner with Product, Brand, Technology, Loyalty, Commercial, and Marketing teams to ensure cohesive and commercially aligned experience delivery.
• Elevate the maturity of AI-driven experience design within the organization by embedding experimentation and insight-led design practices.

Qualifications & Experience

• 7+ years' experience in Digital Experience Design (UX/UI/Product Design) with strong commercial and analytical understanding.
• Proven experience designing booking or high-conversion eCommerce journeys.
• Strong portfolio showcasing complex transactional flows and measurable business impact.
• Demonstrated experience designing AI-enabled, data-driven, or personalization-led digital experiences.
• Demonstrated experience leading end-to-end design from discovery through launch and optimization.
• Experience designing within technical constraints and working closely with engineering teams to deliver scalable solutions.
• Working knowledge of airline Reservations, Ticketing, Fares, Pricing, and Loyalty constructs preferred but not mandatory.
• Experience working with PSS environments (Sabre, Amadeus, etc.) and AI/ML product teams in production aviation environments preferred.

Skills & Competencies

• Recognized as a strong collaborator and communicator, capable of influencing stakeholders across product, technology, and commercial teams.

Additional Information

• Job posting close date: 9th November 2026.