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Synopsis
Design and drive Etihad’s end‑to‑end airport guest experience—check‑in, lounges, transfers, arrivals, disruption care—ensuring every touchpoint is brand‑aligned, operationally feasible, safety‑compliant, and commercially sound. Act as the ground‑service SME for new station launches, lounge projects, and process enhancements, partnering with Airport Operations, Commercial, and external providers to deliver seamless, high‑quality service.
Accountabilities
Ground‑Experience Design – Create service blueprints, SOPs, and guest‑journey maps for all airport touchpoints; align with brand, safety, and regulatory standards.
Project Leadership – Lead/co‑lead cross‑functional teams (Airport Ops, Facilities, Catering, IT, Commercial) to design, test, and implement new lounges, fast‑track, and disruption‑care solutions.
Performance & Improvement – Define KPIs (e.g., wait times, NPS), run audits, analyse data, and drive corrective actions for service gaps.
Vendor & Partner Management – Specify service levels, support tender evaluations, and monitor ground‑handling and lounge providers.
Technology Enablement – Champion digital tools (self‑service, biometrics, real‑time ops dashboards) that enhance flow and guest control.
Budget & Business Cases – Build and track cost‑benefit models for new initiatives in partnership with Finance and Procurement.
Education & Experience
Bachelor’s in Aviation, Hospitality, Business, or related field (Master’s preferred).
7+ yrs airport ground‑service or premium hospitality experience, incl. ≥ 3 yrs in project/service‑design roles.
Proven track record in blueprinting guest journeys, leading cross‑functional projects, and managing third‑party service providers.
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.
