About the role
Manager - Data Science & Customer Value
Full-time
Division: Operations & Guest Experience
Job Description
Shape the future of customer experience through data, AI, and innovation.
Etihad is seeking a Manager, Data Science & Customer Value Optimization to lead advanced analytics, AI, and decision science initiatives across Customer Care, Guest Relations, Contact Centre, Digital, and Customer Experience functions.
In this strategic role, you will transform customer and operational data into actionable insights that enhance customer satisfaction, improve efficiency, optimize resources, and drive measurable business value. You will leverage predictive analytics, machine learning, NLP, and Generative AI to influence decision-making, improve customer journeys, and connect experience improvements to outcomes such as loyalty, retention, revenue growth, and customer lifetime value.
Key Responsibilities
Lead advanced analytics and predictive modelling to uncover business opportunities and customer insights.
Drive AI, Machine Learning, NLP, and Generative AI adoption to enhance customer and operational performance.
Link NPS, CSAT, sentiment, loyalty, and retention metrics to commercial and financial outcomes.
Design and execute experimentation frameworks, including A/B testing, to optimize customer journeys.
Partner with operational teams to improve forecasting, workforce planning, productivity, and resource utilization.
Develop executive dashboards and value frameworks that measure revenue impact, cost savings, and business performance.
Act as a trusted advisor to senior leadership, translating data into strategic recommendations and business action.
This is an opportunity to lead transformative, AI-powered initiatives that elevate customer experience while delivering measurable value for one of the world's leading airlines.
Qualifications
Bachelor’s or Master’s degree in Business Analytics, Statistics, Data Science, Applied Mathematics, or Engineering.
7–10 years of experience in statistics, data science, advanced analytics, decision science, or customer analytics, with 1–3 years in the airline, travel, or transportation sector preferred.
Proven experien…
