Manager Transformation & Delivery Etihad Airways

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