Manager- Digital Product, Customer Journey

Head, Digital

This role is responsible for shaping and enhancing the end-to-end digital experience across web, mobile, spaneting 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.

• End-to-End Journey Mapping & Optimization: Drive cohesive experiences from search through post-flight
• Customer Data Platform (CDP) Activation: Integrate digital and operational data (PNR, Enrich ID, check-in, complaints) into a unified customer view
• Targeting Frameworks: Define cross-pillar messaging logic to avoid redundant or irrelevant communications
• CX Governance: Develop group-wide CX playbooks, targeting rules, and experimentation standards
• Insight to Action: Partner with IT, Commercial, Marketing, and Loyalty teams to translate data into outcomes
• Enable Strategic CX Initiatives: Lay foundation for dynamic pricing, predictive engagement, and real-time service recovery
• Unify 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 relevance
• Establish CX governance frameworks and best practices across MAG entities
• Lay 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 offers
• Build 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.

• Bachelor’s degree in spaneting, 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.

• Excellent 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.

• Data driven mindset
• Communication and storytelling
• Relationship building
• Product management and process simplification
• Team player