Manager Service Design Implementation

Synopsis

Accountabilities

• Develop, design, and refine inflight services and service delivery procedures, with the design based on the product, culinary and customer experience concepts.
• Drive consistency, efficiency, and operational feasibility in service design, current processes, new service designs, or offerings, ensuring they are compliant with safety, brand, and crew complement standards.
• Accountable for analyzing trend data and routine audit to refine standards, monitor product performance, and drive remedial actions, supported by a robust and reliable database management framework.
• Create and approve updates to Service & Hospitality manuals, and crew reference materials and matrixes.
• Design streamlined, and cost-efficient onboard logistics e.g., GLP/ELP, equipment definition and service profiles.
• Manage and facilitate end-to-end co-creation workshops: inflight service, product trials, and other service development projects, working with Cabin Safety, Cabin Crew Performance & Operations, Cabin Crew Training and Catering Operations, to ensure successful onboard implementation.
• Lead service and product development working groups for the introduction of new aircraft entry-into-service, new routes, changes, and implementation of programmes.
• Coach and develop brand ambassadors, to showcase and support cabin crew to deliver the desired customer experience propositions.
• Evaluate and report on data trends for improvement to onboard products, service procedures, customer, and employee user experience, to ensure remedial actions are taken.
• Provide recommendations for actions and improvements to key stakeholders to drive consistency and improve NPS.
• Partner with key stakeholders: Service Delivery (Crew Performance), Service Training, Operations, Cabin Safety, Catering Ops, to ensure that service & hospitality standards and expectations are understood to support training, coaching and performance management.
• Foster and promote a positive cabin crew relations environment through direct comms/Engagement Workshops/CBC Support Desk/online platforms/forums/Crew Training presence.

Education & Experience

• Bachelor’s degree with 5 years, preferred in Business, Hospitality, Hotel Management, Information Technology
• Flying license (essential) 8 years working as a Cabin Senior or Manager
• Working in an Inflight Service & Hospitality environment (desired)

About Etihad Airways

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