Service Design Officer

Synopsis

Support the creation, documentation, and continuous improvement of inflight service standards and crew tools, ensuring every deliverable meets brand, safety, and operational requirements.

Accountabilities

• Documentation & SOPs – Draft and maintain service manuals, job aids, and galley plans in line with approved blueprints.
• Testing & Trials – Coordinate mock‑ups, service rehearsals, and passenger trials; capture data and feedback for refinement.
• Data & Reporting – Track audit results, guest comments, and crew reports; prepare weekly dashboards for the Manager.
• Change Control – Log version updates, distribute notices to Cabin‑Crew Training and Operations, and verify adoption in line checks.
• Supplier Liaison – Follow up with Catering and Equipment vendors on samples, specifications, and quality issues.
• Compliance Checks – Verify that procedures adhere to safety, security, and food‑handling regulations before release.
  
  

Education & Experience

• Bachelor Degree in Hospitality, Aviation, or Business.
• 3 + yrs experience in inflight services, cabin crew, or hospitality operations.
• Proficiency in MS Office / Google Workspace; basic project‑management or Lean Six Sigma certification 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

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