Description

Synopsis

The Digital Services Project Manager supports the design, delivery and maintenance of digital tools and data products that enable PHDC. The role turns operational data into usable insights and stable tools for IS&H, Culinary, Product, Operations and other stakeholders, increasingly using generative AI for faster report development, documentation and content authoring.

Accountabilities

• Act as day-to-day business owner for the PHDC apps ensuring requirements, testing, releases, manuals and crew communications are up to date. Coordinate enhancements and bug fixes for PHDC and inflight digital tools, working with DTI, vendors and business teams.
• Manage OCR, NPS and survey data operations end-to-end, including data flows, quality checks, tagging and mapping to routes, aircraft, menus and service design elements. Build and maintain Power BI datasets and reports for OCR/service incidents, service design and menu performance, product stocks, IFEC/connectivity and NPS/guest feedback. Use Excel, Power BI and basic SQL to support ad-hoc analysis, time studies and investigations that inform service design, cost optimisation and guest experience initiatives. Design and maintain Power Automate workflows (and related Power Platform tools) for issue routing, approvals, notifications, report refresh and distribution.
• Maintain core PHDC datasets and documentation (service design, menu, aircraft/galley structures, haul types, time-study data), ensuring clear ownership, lineage and version control.
• Use GenAI tools, where permitted, to speed up report drafts, DAX/SQL snippets, narratives, FAQs, user guides and update logs, always applying human review and data-protection standards.
• Act as first point of contact in PHDC for questions on reports, OCR/NPS data, the crew app and related tools; provide training, demos and simple "how-to" material.
• Capture structured user feedback, support NPS and service-improvement workstreams, and help non-technical stakeholders understand opportunities and limits of AI-enabled tools.

Education & Experience

• Bachelor's degree in a relevant field with experience in data analytics, digital tools or airline / hospitality operations.
• 5 years in an analytical, digital or operations support role, preferably within aviation, travel or hospitality.
• Hands-on experience with Power BI (data modelling, DAX, report design) and large operational datasets.
• Practical experience with Power Automate, and preferably basic Power Apps and SharePoint or similar platforms.
• Experience working with raw and survey data and managing or supporting a business-critical digital tool (e.g. crew app, intranet, operational system).
• Proven ability to translate data into clear insights and visuals, with high attention to detail, documentation and version control.
• Strong communication, training and collaboration skills; comfortable working with IT/DTI, Culinary Design, Product Design, Operations, Training and frontline crew.
• Demonstrated interest in using generative AI for analytics, documentation, authoring and automation; familiarity with Excel (advanced) and basic SQL and/or Python is an advantage.

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.