Head of Cabin Crew Training
The Head of Cabin Crew Training is a senior leadership position responsible for shaping and leading the delivery of cabin crew training programs. This role ensures the airline’s service ambition, brand promise, and premium proposition are consistently translated into high-quality customer experiences. The incumbent provides strategic leadership across safety and service training delivery while contributing to the evolution of the cabin crew training strategy.
Accountabilities
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Shape and contribute to the cabin crew training strategy, ensuring alignment with brand positioning, premium service ambition, and long-term customer experience objectives.
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Lead and govern the delivery of cabin crew training across initial, recurrent, and enhancement programs, ensuring consistent execution of approved strategies.
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Translate service strategy into effective training delivery, embedding required competence, behaviors, standards, and service rituals through high-quality learning experiences.
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Partner with Training Design, Innovation, and Service stakeholders to shape and influence the development and evolution of training frameworks, curricula, and methodologies.
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Drive continuous service elevation through training by utilizing delivery insights, operational feedback, and customer data to inform improvements.
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Champion innovation in training delivery, shaping the adoption of new tools, technologies, and experiential learning methods to enhance engagement, realism, and efficiency.
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Ensure training delivery models support scale and efficiency, balancing premium service outcomes with the optimal use of instructors, facilities, and training time.
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Set clear expectations for instructor capability and role-model behavior, ensuring trainers consistently demonstrate and reinforce premium standards.
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Provide strategic oversight of service training performance, identifying risks, trends, and opportunities that inform future training strategy and investment decisions.
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Represent cabin crew training at senior governance forums, contributing insight on service capability, readiness, and training-led service improvement.
Education & Experience
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Bachelor’s degree.
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Minimum of 12 years of experience within the airline aviation industry.
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At least 5 years in a senior management role leading teams.
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Extensive airline cabin crew experience is strongly preferred, with a 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. Based 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 aims to double its fleet size and triple its customer base over the next six years.