Manager Transformation & Delivery
Etihad · Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
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- On site
- Full-time
- AED 200,000 / year
- Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
Job highlights
- Lead transformation initiatives for guest experience.
- Drive digital, operational, and service improvements.
- Translate strategy into executable roadmaps.
- Manage stakeholders across departments effectively.
- Shape future inflight service at Etihad.
About the role
About The Role
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 prioritization.
- 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.
Education & Experience
- 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).
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.
Key skills/competency
- Transformation Management
- Delivery Leadership
- Strategic Planning
- Operational Improvement
- Service Design
- Stakeholder Management
- Change Management
- Aviation Industry
- Digital Transformation
- Business Process Improvement
Skills & topics
- Transformation Manager
- Delivery Manager
- Strategy
- Transformation
- Service Improvement
- Aviation
- Guest Experience
- Cabin Crew
- Operational Improvement
- Digital Transformation
- Project Management
- Business Analysis
- Change Management
- Abu Dhabi
- UAE
- Airline Industry
- Leadership
- Manager
How to get hired
- Tailor your resume: Highlight strategic planning, transformation delivery, and stakeholder management experience relevant to Etihad's airline operations.
- Showcase aviation or hospitality experience: Emphasize any background in complex operational environments to align with the preferred qualifications.
- Quantify achievements: Use data to demonstrate measurable impact on efficiency, guest experience, or crew productivity in previous roles.
- Prepare for behavioral questions: Be ready to discuss how you influence stakeholders without direct authority and translate strategy into action.
- Research Etihad's strategy: Understand their Journey 2030 goals and how transformation contributes to their growth.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the primary focus of the Manager Transformation & Delivery role at Etihad?
- The Manager Transformation & Delivery at Etihad is primarily focused on translating the Guest Experience and Cabin Crew strategy into actionable transformation initiatives. This involves driving improvements in digital, operational, and service areas to enhance crew effectiveness and the inflight guest experience.
- What type of experience is preferred for this Manager Transformation & Delivery position at Etihad?
- While a degree in Business, Strategy, Aviation, or a related field is preferred, Etihad also values experience in aviation, hospitality, or complex operational environments. Candidates should ideally have a minimum of 5 years in strategy, transformation, or service improvement roles.
- How does Etihad handle recruitment and what should I watch out for?
- Etihad has a clear recruitment process. Be aware of recruitment fraud; Etihad will never ask for personal information, bank details, or payment during recruitment. All interviews occur before any formal offer is made. If asked for money, treat it as fraudulent.
- What are the key responsibilities of a Manager Transformation & Delivery at Etihad?
- Key responsibilities include developing transformation roadmaps, leading initiatives across service, performance, digital, automation, and AI, identifying improvement opportunities, acting as a business owner for these initiatives, and aligning diverse stakeholders to ensure successful delivery.
- How does this role contribute to Etihad's overall strategy?
- This role is crucial for implementing Etihad's ambitious Journey 2030 strategy by driving the necessary transformations in guest experience and operational efficiency. It directly supports the goal of doubling fleet size and tripling customers by ensuring a superior service offering.