Senior Manager Customer Journey Strategy

About the Role
The Senior Manager Customer Journey Strategy is responsible for setting the vision for how the organization can transform journeys and experiences that optimize commercial conversion and advocacy by establishing the benchmark for personalized journeys. This role involves defining the most effective way to move from insight to execution, enhancing everyday journeys while driving customer journey innovation.

Accountabilities

• Create the vision for the overarching end-to-end journey strategy across Travel, Loyalty, and Partners.
• Lead strategy development for journeys, reconciling customer, commercial, operational, and regulatory factors.
• Develop the overarching measurement framework across journeys.
• Determine and lead an enterprise-wide stakeholder engagement plan to ensure strategic alignment between functional area objectives and deliverables, and how G360 (a department looking at a 360 unified view of a guest) can support and enhance functional area deliverables.
• Manage and develop direct reports.
• Define operating systems, processes, and tools to ensure the team can effectively and efficiently track journey performance (e.g., dynamic customer journey mapping tools/platforms and tools required for use case documentation).
• Develop an overarching G360 use case roadmap, factoring in risks, dependencies, and enablers to ensure use cases are efficiently and effectively implemented across different travel and loyalty journeys in a timely and ongoing basis.
• Support frameworks to prioritize use cases for the G360 program, pairing analysis and insight with business objectives.
• Effectively distill data/insight complexity when communicating to diverse stakeholder groups, ensuring stakeholders understand how data/insight can be applied to enhance customer journeys, products, services, and functional area roles and responsibilities in implementation and execution.

Qualifications

• Bachelor’s degree / MBA or post-graduate desirable.
• 10-12 years of experience in customer insights / CX / strategy roles in service-oriented industries (e.g., airlines, financial services, hotels, insurance), with a focus on driving customer and commercial outcomes.
• Certificate or qualification in Design Thinking / Behavioral Science / Application of Gen or Agentic AI for business transformation would be advantageous.
• Work experience with CDP tools and platforms such as Adobe Suite / Braze / others is highly regarded.

Additional Information

• Posting close date: 3rd November 2026.
• This role is part of the Revenue & Commercial Division.
• The organization is actively shaping the future of global aviation, connecting people across continents and cultures while pursuing its ambition to double its fleet, expand its network, and grow its people for a new era of excellence.