Senior Manager - Digital Product Owner (Guest experience)

Senior Manager – Guest Experience Digital Product Owner

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 eCommerce, 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.