Design Experience Manager
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Key skills for this role
About the Role
Etihad Airways seeks a Design Experience Manager to define and deliver intelligent digital experiences across web and app, with AI embedded as a core capability. The role drives revenue growth, digital share expansion, and customer engagement through human-centered design and experimentation.
Key Skills for This Role
Responsibilities
- Define and execute the experience strategy and design vision across web and app for assigned digital initiatives
- Own the end to end experience lifecycle from discovery and problem framing through design, build collaboration, testing, go live and optimization
- Translate business strategy and commercial objectives into customer centric digital journeys that drive measurable impact
- Design AI enabled and data driven experiences including personalization, predictive recommendations, conversational interfaces, and intelligent automation
- Lead discovery, research, journey mapping, usability testing, and experimentation to validate and optimize experience outcomes
- Continuously monitor and improve performance metrics including conversion, engagement, retention, revenue contribution, and customer satisfaction
- Simplify complex processes into intuitive and frictionless digital flows
- Partner closely with Product, Technology, Commercial, Loyalty, Marketing, Operations and Brand teams
- Contribute to and evolve scalable design systems, governance standards, and best practices across digital touchpoints
- Advocate for accessibility, usability, security, and customer trust across all digital experiences
Requirements
- 5+ years in Digital Experience Design (UX/UI/Product Design) within high scale digital ecosystems
- Proven experience delivering complex transactional or service based digital journeys with measurable business impact
- Strong portfolio demonstrating end to end ownership from discovery through launch and optimization
- Demonstrated experience designing data driven or AI enabled digital experiences
- Strong commercial acumen with ability to connect design decisions to revenue, efficiency, and engagement outcomes
- Experience working in Agile environments and collaborating closely with engineering teams
- Experience within ecommerce, travel, loyalty, fintech, or high conversion digital platforms preferred
Full Job Posting
Job Description
- The Design Experience Manager is responsible for defining and delivering intelligent, high impact digital experiences across web and app, with AI embedded as a core capability across the customer lifecycle.
- This role drives revenue growth, digital share expansion, customer engagement, retention, and operational efficiency through human centered design, experimentation, and data driven experience innovation.
- The Experience Design Lead owns the end to end design strategy across assigned digital initiatives, translating business objectives, customer needs, and AI capabilities into seamless, intuitive, and commercially optimized digital journeys.
Accountabilities
- Define and execute the experience strategy and design vision across web and app for assigned digital initiatives.
- Own the end to end experience lifecycle from discovery and problem framing through design, build collaboration, testing, go live and optimization remaining accountable for the performance and quality of the live experience.
- Translate business strategy and commercial objectives into customer centric digital journeys that drive measurable impact.
- Design AI enabled and data driven experiences including personalization, predictive recommendations, conversational interfaces, and intelligent automation where applicable.
- Lead discovery, research, journey mapping, usability testing, and experimentation to validate and optimize experience outcomes.
- Continuously monitor and improve performance metrics including conversion, engagement, retention, revenue contribution, and customer satisfaction.
- Simplify complex processes into intuitive and frictionless digital flows.
- Partner closely with Product, Technology, Commercial, Loyalty, Marketing, Operations and Brand teams to ensure cohesive and commercially aligned delivery.
- Contribute to and evolve scalable design systems, governance standards, and best practices across digital touchpoints.
- Advocate for accessibility, usability, security, and customer trust across all digital experiences.
- Elevate the organization’s maturity in AI enabled and insight led experience design through structured experimentation and measurable outcomes.
- Be adaptable and responsive to shifting priorities, taking ownership of any digital experience domain as required.
Qualifications
- 5+ years’ experience in Digital Experience Design (UX/UI/Product Design) within high scale digital ecosystems.
- Proven experience delivering complex transactional or service based digital journeys with measurable business impact.
- Strong portfolio demonstrating end to end ownership from discovery through launch and optimization.
- Demonstrated experience designing data driven or AI enabled digital experiences.
- Strong commercial acumen with ability to connect design decisions to revenue, efficiency, and engagement outcomes.
- Experience working in Agile environments and collaborating closely with engineering teams.
- Experience within ecommerce, travel, loyalty, fintech, or high conversion digital platforms preferred.
- Recognized as a strong collaborator and communicator, capable of influencing cross functional stakeholders at multiple levels.
Additional Information
- 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.
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.
Job Details
- Role Level: Not Applicable
- Work Type: Full Time
- Country: United Arab Emirates
- City: Abu Dhabi
- Company Website: http://www.etihad.com
- Job Function: Design & Creative Arts
- Company Industry/Sector: Airlines and Aviation
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