Product Officer

Job description / Role

Synopsis

This role is integral to the management of the operations and evolution of Etihad Guest's loyalty management system. Working closely with various teams, including IT and loyalty operations, the successful candidate will be responsible for product roadmap development, user story management, incident resolution, system administration, and strategic project support. The ideal candidate will possess strong technical, analytical, and communication skills, along with a deep understanding of agile methodologies and the loyalty industry.

Other responsibilities

Provide product roadmap support:

• Support in development of a comprehensive product roadmap aligned with business strategy and other strategic projects.
• Maintain key process documents, as needed, based on features released.
• Own operational process improvement agenda based on agent, partner, and guest feedback.
• Support the user acceptance testing process as well as definition of done.
• Review and validate user stories and features.

Incident management:

• Collaborate with internal IT teams and external vendors to resolve issues efficiently and timely as per SLA.
• Support internal and external audit processes, owning and leading interactions with the audit team.

Accountabilities

User access management:

• Support the management and definition of user access to the loyalty platform, following principles of role-based access.
• Support in conducting periodic review of access levels for platform users.

Platform configuration and partner onboarding:

• Support the onboarding process for key partners to the loyalty ecosystem, working with key IT stakeholders (internal and partner).
• Own setup of business rules and system configuration to support campaigns and programme administration.
• Provide training and guidance on platform usage and best practices.
• Work with product manager to incorporate new feature enhancements to the system configuration and administration tool.
• Support in platform configuration for specific areas, specifically to core features related to the programme.
• Support in development of new propositions (business and technical) by incorporating existing system capabilities and using existing system capabilities efficiently.

Education & experience

• Bachelor's degree in computer sciences, technology, business administration, data analysis, or a related field (preferred).
• Minimum 3 years' experience as a product owner, system administrator, or in a similar role.
• Strong understanding of agile methodologies (Scrum, Kanban).
• Excellent analytical and problem-solving skills.
• Ability to work independently and manage multiple evolving priorities and timelines.
• Experience with loyalty platforms or similar systems (preferred).
• Understanding of key airline and loyalty programme concepts.

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!

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 or telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

About the Company

Etihad Airways is the National Airline of the United Arab Emirates. The airline was set up by a Royal Decree in July 2003, with Abu Dhabi, the capital of the UAE, as its hub. Etihad started commercial operations in November 2003.

With Etihad, everyone who flies with us is welcomed as our guest.

This simple credo illuminates everything we do, from big things like making sure that our fleet is one of the most advanced in the sky, to small touches like letting you choose the films you watch.

Were proud to be the National Airline of the United Arab Emirates. At the crossroads between Europe and Asia, our home reflects our commitment to bringing the world closer together - as does our highly cosmopolitan staff.