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. 1. 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. 1. 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. 1. 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.