Overview


 

 

 

Synopsis

This role reports to the lead Plan to Product Value Stream. The Product Manager CRM and Digital Customer Care manages the digitization of Etihad customer services. 
The role’s primary goal is to develop the roadmap and features to implement omnichannel, customer centric digital services to deliver a superior service to customers and empower Etihad customer service staff and crews. 
It involves leveraging a variety of technologies centred but not limited to MS Dynamics, expanging to contact center technologies, social media integration, live and automated chats, or voice bots, customer data management.
This role covers the process from defining the desirable outcome, addressing gaps with the target state, optimising the backlog of features, and managing launch and change management. 
This role will have a customer-centric mindset and act as the representative of the different Etihad business and DTI stakeholders. They will leverage stakeholder input, data driven insight, market research to continuously understand internal and external customer needs. 

Accountabilities

  • Responsible for working with business stakeholders, DTI and vendors to develop, communicate and implement the strategy and roadmap for the Digital Customer Care: 
  • Work with other Etihad Product Managers, Etihad business, Enterprise Data engineers to prioritise the features based on business and customer needs.
  • Work with the Solution Architects, Cyber Security, Ethics and Compliance to define and maintain the Non-Functional Requirements. 
  • Facilitate regular demos, ensure the most critical aspects are shown to the stakeholders for review and approval
  • Responsible for regular progress updates, managing dependencies, risks and issues, propose course correction when required, escalating to the Customer Lead, programme and partners counterparts where required
  • Ensure the change management activities are effectively managed and ensure uptake of the product overall delivering the business objectives. 
  • Support in measuring the product success, including adoption, customer insights and feedback. Continuously look to enhance the product and identify future features

Education & Experience

  • 3+ years’ experience working in product development or as a Product Owner 
  • Experience in managing people directly and/or influencing various stakeholders at mid to senior level.
  • Overall experience and understanding of an Airline ecosystem, functions of the different commercial and operational business divisions, underlying data. 
  • Bachelor’s degree in Computer Science, Information Systems, Engineering or equivalent 
  • Experience with Agile development methodologies including SAFe, Scrum and Lean Portfolio Management
  • Certified Product Manager (CPM), Agile Certified Product Manager (ACPM) or equivalent is desirable
  • Experience of the full product cycle, integrating customer feedback into product requirements and driving prioritisation
  • Experience in using design thinking tools, including personas, empathy maps, journey maps and story maps
  • Customer-centric mindset with experience of placing the customer at the centre of every decision
  • Recognised as an active team player, with excellent communication and coordination skills 
     

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 to bring “Abu Dhabi to the World”. Over the years, we have grown into Etihad Aviation Group, a diversified global aviation and travel company, which is one of the world’s most acclaimed industry brands.

Our airline flies to over 84 destinations with a fleet of over 100 Airbus and Boeing aircraft, serving 18.6 million passengers a year and carrying 682,000 tonnes of cargo in 2018.

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