Manager Transformation And Delivery

Job Description

At Etihad, we are continuously evolving how we deliver world-class guest experiences. The Manager Transformation & Delivery plays a critical role in turning ambition into action, translating Guest Experience and Cabin Crew strategy into clear, executable transformation initiatives.

This role sits at the intersection of strategy and delivery, driving digital, operational, and service improvements that enhance crew effectiveness and elevate the inflight experience. If you’re someone who thrives on solving complex problems, aligning stakeholders, and delivering measurable impact - this is your opportunity to shape the future of service at Etihad.

Accountabilities

• 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
  
  

Qualifications

• Degree in Business, Strategy, Aviation, or a related field (preferred)
• Minimum 5 years’ experience in strategy, transformation, or service improvement roles
• Proven ability to translate strategy into execution
• Strong stakeholder management and influencing skills without direct authority
• Experience in aviation, hospitality, or complex operational environments (preferred)
  
  

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.

To learn more visit www.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.

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