Senior Manager – Guest Experience Digital Product Owner (2 Years Contract)
The Senior Manager – Guest Experience Digital Product Owner is responsible for shaping the vision, development, and continuous enhancement of digital products and services that elevate the guest journey across all touchpoints — including website, mobile app, kiosks, and integrated third-party services. This role acts as the voice of the customer and business, driving product strategy, backlog ownership, and agile delivery to ensure seamless, personalized, and data-driven guest experiences.
Key Responsibilities:1. Product Vision, Strategy & Road mapping Define and own the product vision aligned with customer needs and business goals. Develop and maintain a strategic roadmap for digital guest experience products. Prioritize features based on customer impact, commercial value, and technical feasibility. Monitor digital trends, competitor offerings, and innovations to inform strategy. Use customer feedback, analytics, and market research to guide product decisions. Ensure consistency across digital channels including e Commerce, loyalty, and personalization.2. Backlog Ownership & Agile Delivery Own and manage the product backlog in collaboration with UX and delivery teams. Write EPICs, user stories, and acceptance criteria aligned with product goals. Participate in Agile ceremonies and support sprint planning and execution. Resolve blockers and manage scope trade-offs to ensure timely delivery. Use performance data to iterate and improve post-launch.3. Guest Experience & Journey Design Champion guest-centric design using personas, journey mapping, and VOC insights. Collaborate with UX/UI and CX teams to deliver intuitive and accessible experiences. Drive personalization strategies and ensure accessibility compliance. Implement feedback loops (NPS, A/B testing, analytics) for continuous improvement.4. Stakeholder Engagement & Cross-Functional Alignment Act as the primary liaison between business, digital, and technical teams. Facilitate collaboration across commercial, operations, brand, IT, and CX functions. Communicate product goals, progress, and outcomes to senior leadership. Align product delivery with broader transformation programs and go-to-market plans. Track and report product performance, recommending iterative enhancements.
Education:Bachelor’s Degree in Business, IT, Computer Science, Engineering, Digital Media, or related field. Certifications (Preferred):Certified Scrum Product Owner (CSPO) or equivalent. SAFe Product Owner/Product Manager. UX Design or Digital Product Management certifications. Experience:5–7 years of relevant experience in digital product ownership or management. Experience in aviation or consumer/B2C sectors preferred. Proven track record in digital transformation, strategy communication, and agile delivery.
Technical Skills & Tools:Expertise in DXP platforms, Headless CMS, Microservices Architecture. Familiarity with Omnichannel Architecture, CRM, CDP, personalization engines.