SM Customer Process Optm &Digitalization

Synopsis

To drive end-to-end optimization, automation, and digital transformation of customer-facing and backend operational processes across Guest Support, Disruption, Relations and Guest Delivery. The role will work in close partnership with Senior Managers across Guest Delivery to streamline workflows, enhance guest experience, and introduce scalable digital solutions that improve efficiency, compliance, and responsiveness.

Accountabilities

• Identify and re-engineer inefficient guest-facing and internal operational processes using digital tools and lean principles.

• Lead automation and optimization initiatives in coordination with DTI, ensuring alignment with customer experience and service recovery strategies.

• Collaborate with the SMs to digitalize KPI tracking, quality monitoring and complaint resolution workflows.

• Support SM Delivery by defining and testing use cases for digital improvements in customer journey flows.

• Own end-to-end implementation of intelligent automation (IA) across relevant touchpoints, including contact centre, chatbot, WhatsApp and social media channels.

• Develop a roadmap for continuous digital improvement across vendor-operated services, including Contact Centre, Chauffeur services and Baggage Claims.

• Champion agile and design-thinking practices within the Guest Delivery team.

• Monitor impact of digital interventions through KPIs, cost savings and improved guest satisfaction metrics Collaborate cross-functionally with DTI, operations teams to ensure delivery of value from all digital initiatives.

• Identify new technologies and AI models to foster opportunities for business optimization and increased scalability

Education & Experience

• Education: Bachelor’s or Master’s in Business, Digital Transformation, IT, or related field.

• Experience: Minimum 8 years in process improvement, digital transformation, or customer experience roles; airline or hospitality sector experience is highly preferred.

• Strong understanding of customer service operations, guest journey mapping, and digital tools (CRM, automation platforms, etc.).

• Experience in working with cross-functional teams.

• Proven ability to deliver results through agile methodologies and continuous improvement frameworks (Lean, Six Sigma, etc.).

• Strong communication, stakeholder management, and data analysis skills.

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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