Manager, Digital Product, Customer Journey

Overview

Position Title : Manager - Digital Product, Customer Journey

Report To : Head, Digital

Role Purpose : This 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 Accountability

• 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 updates to upper management as needed to keep them informed about the progress and impact of CX initiatives.

Qualifications & Working Experience

Areas of Experience

Personality Traits

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