Manager, Digital Product, Customer Journey

Position TitleManager- Digital Product, Customer JourneyReport ToHead, DigitalRole PurposeThis role is responsible for shaping and enhancing the end-to-end digital experience across web, mobile, marketing channels and other digital platforms. This role focuses on mapping and optimizing the customer journey from inspiration and booking to check-in, boarding, and post-travel engagement. To ensure each digital touchpoint is intuitive, seamless, and drives initiatives that improve customer satisfaction, digital adoption, and business outcomes.Key AccountabilityEnd-to-End Journey Mapping & Optimization: Drive cohesive experiences from search through post-flightCustomer Data Platform (CDP) Activation: Integrate digital and operational data (PNR, Enrich ID, check-in, complaints) into a unified customer viewTargeting Frameworks: Define cross-pillar messaging logic to avoid redundant or irrelevant communicationsCX Governance: Develop group-wide CX playbooks, targeting rules, and experimentation standardsInsight to Action: Partner with IT, Commercial, Marketing, and Loyalty teams to translate data into outcomesEnable Strategic CX Initiatives: Lay foundation for dynamic pricing, predictive engagement, and real-time service recoveryUnify customer data across online and offline touchpoints (web, mobile, call center, airport check-in, in-flight, loyalty, etc.)Act as the experience architect across brands, reducing message fatigue and improving targeting relevanceEstablish CX governance frameworks and best practices across MAG entitiesLay the foundation for AI-driven customer engagement — enabling MAG to anticipate, personalize, and adapt in real time across digital and offline channels.Enable future capabilities such as dynamic pricing, real-time personalization, and predictive offersBuild relevant timely reports and analytics to prove the ROI in terms of commercial, Customer Service Index.Provide regular reports and updated to upper management as needed to keep them informed about the progress and impact of CX initiatives.Qualification & Working ExperienceBachelor’s degree in marketing, Computer Science, Information Technology or a related field.Airline domain knowledge and understanding of customer experience tools such as Adobe will be preferred.7-10 years of experience in Digital or Ecommerce industry with strong understanding of Customer journey mapping.Areas of ExperienceExcellent analytical skills with the ability to interpret data and draw actionable insights from conversation logs.Exceptional communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.Strong organizational skills and attention to detail, with the ability to manage multiple priorities.Proactive and self-motivated with a continuous improvement mindset.Personality TraitsData driven mindsetCommunication and storytellingRelationship buildingProduct management and process simplificationTeam player