Etihad Aviation Group

1 day ago

SM Customer Process Optm &Digitalization

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Drive end-to-end optimization and digital transformation of guest-facing and backend operational processes across Guest Support, Disruption, Relations, and Guest Delivery. Partner with Senior Managers to streamline workflows, enhance the guest experience, and implement scalable digital solutions including intelligent automation across contact centre, chatbot, WhatsApp, and social media. Use agile, lean, and continuous improvement to measure KPIs, cost savings, compliance, and service recovery impact.

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Sr. Manager level

Key Responsibilities

•Identify and re-engineer inefficient guest-facing and internal operational processes using digital tools and lean principles.
•Lead automation and optimization initiatives with DTI, aligned to customer experience and service recovery strategies.
•Digitalize KPI tracking, quality monitoring, and complaint resolution workflows with Senior Managers.
•Define and test use cases for digital improvements across customer journey flows.
•Own end-to-end intelligent automation implementation across contact centre, chatbot, WhatsApp, and social media channels, and develop continuous digital improvement roadmaps while measuring KPIs and cost savings.

Key Requirements

•Bachelor’s or Master’s in Business, Digital Transformation, IT, or a related field.
•Minimum 8 years in process improvement, digital transformation, or customer experience roles (airline or hospitality experience preferred).
•Strong understanding of customer service operations, guest journey mapping, and digital tools (e.g., CRM and automation platforms).
•Experience working with cross-functional teams.
•Proven ability to deliver results using agile methodologies and continuous improvement frameworks (Lean, Six Sigma).

Experience:8+ yearsAirlinesHospitalityDigital transformationCustomer experienceProcess improvement

Education:Bachelor's in Business, Digital Transformation, IT, or related field

Skills:CommunicationStakeholder managementData analysisAgile executionContinuous improvement

Languages:English (UK)

Tech Stack:CRMAutomation platformsChatbotWhatsAppSocial media

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

Glassdoor: 3.6

Website LinkedIn Glassdoor

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Etihad Aviation Group

1 day ago

SM Customer Process Optm &Digitalization

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Sr. Manager level

Key Responsibilities

•Identify and re-engineer inefficient guest-facing and internal operational processes using digital tools and lean principles.
•Lead automation and optimization initiatives with DTI, aligned to customer experience and service recovery strategies.
•Digitalize KPI tracking, quality monitoring, and complaint resolution workflows with Senior Managers.
•Define and test use cases for digital improvements across customer journey flows.
•Own end-to-end intelligent automation implementation across contact centre, chatbot, WhatsApp, and social media channels, and develop continuous digital improvement roadmaps while measuring KPIs and cost savings.

Key Requirements

•Bachelor’s or Master’s in Business, Digital Transformation, IT, or a related field.
•Minimum 8 years in process improvement, digital transformation, or customer experience roles (airline or hospitality experience preferred).
•Strong understanding of customer service operations, guest journey mapping, and digital tools (e.g., CRM and automation platforms).
•Experience working with cross-functional teams.
•Proven ability to deliver results using agile methodologies and continuous improvement frameworks (Lean, Six Sigma).

Experience:8+ yearsAirlinesHospitalityDigital transformationCustomer experienceProcess improvement

Education:Bachelor's in Business, Digital Transformation, IT, or related field

Skills:CommunicationStakeholder managementData analysisAgile executionContinuous improvement

Languages:English (UK)

Tech Stack:CRMAutomation platformsChatbotWhatsAppSocial media

Company Brief

Etihad Aviation Group

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Government Funded

Headquarters: Abu Dhabi, United Arab Emirates

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor