Senior Manager - Customer Process Optimisation And Digitalisation

Etihad

Accountabilities

• Process Re-engineering: Identify and redesign inefficient guest-facing and internal processes using lean principles and digital enablers to drive simplification, responsiveness, and compliance.
• Digital Transformation Leadership: Lead automation and optimization initiatives in coordination with DTI, ensuring alignment with guest experience strategy and service recovery frameworks.
• Smart Journey Enablement: Define and test use cases for process digitalization across the guest journey, spanning complaints, disruptions, contact centre interactions and escalation handling.
• Intelligent Automation Delivery: Oversee the end-to-end implementation of intelligent automation (IA) across key touchpoints including contact centre, chatbot, WhatsApp, and social media channels.
• Vendor Optimization Roadmap: Develop and maintain a roadmap for continuous digital improvement across vendor-operated services such as Contact Centres, Chauffeur Services, and Baggage Claims.
• Performance Monitoring & Analytics: Introduce digital tools for KPI tracking, quality monitoring, and root cause analysis. Measure and report impact through cost savings, guest satisfaction, and operational efficiency metrics.
• Agile & Design Thinking Champion: Promote agile ways of working and design thinking methodologies across Guest Delivery teams to foster rapid innovation and responsiveness.
• Cross-Functional Collaboration: Act as a key liaison with DTI, Procurement, Operations, and other departments to ensure cohesive delivery and tangible business outcomes from all digital initiatives.
• Technology Foresight: Continuously explore emerging technologies and AI capabilities to identify opportunities for business optimization, scalability, and service differentiation.
  
  

Education & Experience

• Bachelor s degree or higher in Business, Digital Transformation, IT, or a related field.
• Minimum of 8 years of experience in process improvement, digital transformation, or customer experience leadership.
• Background in the airline, hospitality, or service sectors is highly preferred.
• Strong understanding of customer service operations, guest journey mapping, and digital tools (CRM systems, automation platforms, workflow engines).
• Proven track record in delivering business impact using agile, lean, or Six Sigma methodologies.
• Strong data analysis, stakeholder management, and communication skills.
• Experience working with cross-functional teams in complex, fast-paced environments.