Job Description
Product Lead – Customer Data is accountable for creation and delivery of the group-wide CRM strategy, customer data strategy, single-customer view and data privacy compliance in capture and utilization of customer data. The role will require thought leadership, excellent stakeholder management and strong strategy definition skills; along with airline and CRM expertise. Reporting into Director – Digital & Innovation, the role will ensure alignment of their roadmap with other streams in the digital programme to deliver a consistent portfolio strategy and maximize benefits.
The ideal candidate would function as the thought leader on customer data initiatives within Etihad Aviation Group, bridging between technology and business teams, across various stakeholder groups (up to VP and Chief levels) to deliver tangible business benefits through customer-centricity initiatives. The candidate must be able to bridge between strategy to detailed requirements, have excellent communication and facilitation skills along with the ability to constructively challenge both business and IT teams to ensure that the project outcomes are always delivered.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Develop EAG wide customer data vision and strategy; working with Technology Delivery Leads and Product Owners to translate this into an executional product roadmap
Be the voice of the sponsor and customer (internal/external) and communicate the impact of product changes to key stakeholders including at senior management level
Own the development budget assigned to the portfolio, allocate priorities and features according to business priorities and revenue targets from internal customers
Lead market research, domain research, data analysis and insights through own or consultant resources to drive the product roadmap.
Manage the translation of the product vision into product briefs, capturing business requirements, objectives, and alternative technology solutions
Pitch innovative solutions for deployment of Etihad’s digital (and product specific) vision and requirements, and champion the business on how to execute against this vision
Conceptualize complex technology solutions, intermediate between business and technology manage cross-functional teams of both internal and external delivery
partners focused on solution design, development and implementation
Manage portfolio priorities, own business cases, propose trade-off to meet budget constraints
Define portfolio success criteria and KPIs including costs and revenues, track and propose course correction
Evaluate gaps in capabilities, data or partners required to deliver product strategies, and provide recommendations to deliver against them, including buy or built
Communicate priorities, roadmaps, portfolio deliverables and ensure all stakeholders (from the business and technology) understand, support and are aligned to the strategy and roadmap
Ensure the change management activities are effectively managed and ensure uptake of the product overall delivering the business objectives.
Coach and guide team of product owners, business analysts and data analysts contributing to the development of leadership and technical skills
Own risk management and mitigation for the customer data initiatives portfolio execution plan. Ensure thorough understanding of potential risks, assumptions and dependencies across the programme; and with other projects within the organization.
Manage budget planning, tracking and optimization for the customer data stream.
Job Requirements
Educated to degree level
Minimum of 6 year’s experience in a customer data environment, managing CRM strategies
Experience in managing vendor relationships, adding technical and strategic value
Experience in leading market research and data analysis projects to drive actionable insights
Job Details
Company/Organization: Etihad Airways
Vacancy Type: Full-time Job
Job Location: United Arab Emirates
Application Deadline: N/A
