Manager - Data Science & Customer Value

Etihad Aviation Group
Abu Dhabi
Workplace: OnsiteFull timeFunction: Data Science & Machine LearningExperience: 7-10 yearsSkills: ["Communication","Presentation","Collaboration","Solution-oriented","Accountability"]

Lead advanced analytics, AI, and decision science initiatives to improve customer experience across Customer Care, Guest Relations, Contact Centre, Digital, and Customer Experience functions. Transform customer and operational data into actionable insights by applying predictive analytics, machine learning, NLP, and Generative AI. Measure impact by linking NPS/CSAT and loyalty metrics to commercial and financial outcomes, while building dashboards, experimentation frameworks, and executive value recommendations.

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Etihad Aviation Group
Etihad Aviation Group
1 day ago

Manager - Data Science & Customer Value

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Last checked: 8 hours agoStatus: Live

Job Summary

Lead advanced analytics, AI, and decision science initiatives to improve customer experience across Customer Care, Guest Relations, Contact Centre, Digital, and Customer Experience functions. Transform customer and operational data into actionable insights by applying predictive analytics, machine learning, NLP, and Generative AI. Measure impact by linking NPS/CSAT and loyalty metrics to commercial and financial outcomes, while building dashboards, experimentation frameworks, and executive value recommendations.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Manager level

Key Responsibilities

  • •Lead advanced analytics and predictive modelling to uncover business opportunities and customer insights.
  • •Drive adoption of AI, machine learning, NLP, and Generative AI to enhance customer and operational performance.
  • •Connect NPS, CSAT, sentiment, loyalty, and retention metrics to commercial and financial outcomes.
  • •Design and execute experimentation frameworks, including A/B testing, to optimize customer journeys.
  • •Partner with operational teams to improve forecasting, workforce planning, productivity, and resource utilization.

Key Requirements

  • •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 airlines/travel/transport preferred).
  • •Proven ability to deliver measurable business outcomes through advanced analytics and data science.
  • •Experience working with large-scale customer and operational datasets.
  • •Ability to support senior stakeholders and translate complex insights into clear business recommendations.
Experience:7-10 yearsAirlinesTravelTransportationCustomer analyticsDecision science
Education:
Skills:CommunicationPresentationCollaborationSolution-orientedAccountability
Languages:English (UK)
Tech Stack:PythonRSQLPower BITableauDatabricksAzure Machine LearningAdvanced ExcelNLPGenerative AIA/B testing

Company Brief

Etihad Aviation Group
Etihad Aviation Group (Etihad Airways) is the national airline of the UAE, operating passenger and cargo services worldwide from Abu Dhabi and providing aviation-related services across hospitality, maintenance and cargo sectors.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Government Funded
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2003
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