Head of Cabin Crew Training
The Head of Cabin Crew Training is a senior leadership role responsible for shaping and leading the delivery of cabin crew training across the airline. This position ensures the airline’s service ambition, brand promise, and premium proposition are consistently translated into high-quality customer experiences. The successful candidate will provide strategic leadership across safety and service training delivery while actively contributing to the evolution of the cabin crew training strategy. Working closely with training design, innovation, inflight service, and operational stakeholders, the role ensures training remains aligned with premium standards, evolving customer expectations, and future business needs, with a focus on service elevation, premium excellence, and innovation.
Key Accountabilities
-
Shape and contribute to the cabin crew training strategy, ensuring alignment with brand positioning, premium service ambition, and long-term customer experience objectives.
-
Lead and govern the delivery of cabin crew training across initial, recurrent, and enhancement programs.
-
Translate service strategy into effective training delivery, embedding required competence, behaviors, standards, and service rituals.
-
Partner with Training Design, Innovation, and Service stakeholders to influence the development of training frameworks, curricula, and methodologies.
-
Drive continuous service elevation by utilizing delivery insights, operational feedback, and customer data to improve training content.
-
Champion innovation in training delivery, including the adoption of new tools, technologies, and experiential learning methods.
-
Ensure training delivery models support scale and efficiency while maintaining premium service outcomes.
-
Set clear expectations for instructor capability and role-model behavior to reinforce premium standards.
-
Provide strategic oversight of service training performance to inform future strategy and investment decisions.
-
Represent cabin crew training at senior governance forums to provide insight on service capability and readiness.
Education and Experience Requirements
-
Bachelor’s degree level education.
-
Minimum of 12 years of experience within the airline operation (aviation) industry.
-
Minimum of 5 years in a senior management role leading teams.
-
Extensive airline cabin crew experience is strongly preferred, with a solid foundation in inflight service delivery, premium service standards, and customer experience execution.
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and has become one of the world’s leading airlines. Operating from its hub in Abu Dhabi, Etihad serves passenger and cargo destinations across the Middle East, Africa, Europe, Asia, Australia, and North America. As part of its Journey 2030 strategy, the airline plans significant growth in fleet size and passenger numbers, aiming to maintain its reputation for superior service and products.