Manager, Digital Product, Customer Journey
Malaysia AirlinesKuala Lumpur, Kuala Lumpur, Malaysia1 hari lalu
Penerangan pekerjaanBachelor’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. 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
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
#J-18808-Ljbffr
Buat amaran kerja untuk carian ini
Product Manager • Kuala Lumpur, Kuala Lumpur, Malaysia