Senior Manager Customer Journey Strategy
Job role insights
Date posted
October 23, 2026
Hiring location
Abu Dhabi UAE
Career level
Mid-Senior level
Quantity
1 person
Gender
Any
Description
The Senior Manager Customer Journey Strategy leads the development of connected customer journeys across channels and key moments of the travel experience. The role combines strategic planning, customer research, service design and performance measurement to identify friction and guide change across business units. It requires the ability to align senior stakeholders around priorities, translate insight into a roadmap and ensure initiatives improve customer outcomes and business results.
Key Responsibilities
- Set customer journey strategy, define priority journeys and establish an outcome-focused improvement roadmap.
- Use research, customer feedback, operational data and journey analytics to identify pain points and opportunities.
- Align cross-functional teams on target experiences, business requirements, ownership and delivery milestones.
- Define measures of success and review impact through customer satisfaction, conversion, engagement or service indicators.
- Present recommendations to senior leaders and oversee governance, prioritization and progress tracking across initiatives.
Requirements and Qualifications
- Senior experience in customer experience, journey strategy, service design, digital strategy or transformation.
- Strong analytical and research capability, with skill translating customer evidence into strategic recommendations.
- Experience leading cross-functional initiatives and engaging stakeholders at different organizational levels.
- Excellent communication, prioritization and change leadership.
Skills and Competencies
- Customer journey strategy and service design
- Research, insight and performance measurement
- Executive communication and governance
- Transformation leadership and collaboration
Employment Details
This is a full-time opportunity based in Abu Dhabi, United Arab Emirates. The successful candidate should be ready to follow relevant company procedures, protect confidential information where applicable, communicate progress clearly and contribute to dependable day-to-day performance. Duties may also include related tasks assigned within the role’s professional scope.
Skills
select-type
Full Time
Interested in this job?
34 days left to apply
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