Synopsis
At Etihad, we are continuously evolving how we deliver world-class guest experiences. The Manager Transformation & Delivery plays a critical role in turning ambition into action, translating Guest Experience and Cabin Crew strategy into clear, executable transformation initiatives.
This role sits at the intersection of strategy and delivery, driving digital, operational, and service improvements that enhance crew effectiveness and elevate the inflight experience. If you're someone who thrives on solving complex problems, aligning stakeholders, and delivering measurable impact - this is your opportunity to shape the future of service at Etihad.
Accountabilities
- Translate Guest Experience and Cabin Crew strategy into clear transformation roadmaps, priorities, and executable initiatives with defined outcomes and success measures
- Lead end-to-end transformation initiatives across service, performance, digital, automation, and AI, ensuring measurable impact on guest experience, efficiency, and crew productivity
- Identify gaps, inefficiencies, and improvement opportunities across the inflight service ecosystem, using data, insights, and operational feedback to drive prioritisation
- Act as business owner for transformation initiatives, providing visibility on progress, risks, and outcomes to senior leadership
- Align and influence stakeholders across Cabin Crew, Inflight Service, Digital, IT, and enabling functions to ensure cohesive and timely delivery
- Ensure all transformation initiatives balance service ambition with operational feasibility, embedding real-world constraints into design and execution
- Integrate commercial, brand, and cultural considerations into all initiatives, ensuring alignment with revenue drivers, brand promise, and guest perception
- Drive cross-functional alignment from the outset to avoid siloed solutions and ensure scalable, sustainable outcomes across the operation
Education & Experience
- Degree in Business, Strategy, Aviation, or a related field (preferred)
- Minimum 5 years experience in strategy, transformation, or service improvement roles
- Proven ability to translate strategy into execution
- Strong stakeholder management and influencing skills without direct authority
- Experience in aviation, hospitality, or complex operational environments (preferred)
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world's leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad's codeshare partners, Etihad's network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad's ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!
To learn more, visit etihad.com
Recruitment Fraud Alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.
