Overview
Synopsis
This role reports to the Senior Product Manager and is responsible for the end to end customer journey personalisation, optimisation and omni channel on Etihad’s digital channels including web, mobile, messaging notifications, and covering key airport and on board experiences. The role interacts with and manages a number of business stakeholders and 3rd party providers and us expected to lead the personalisation governance and development to ensure consistency and optimal user experience is achieved. The PM must be able to handle effective prioritisation, valuation and strategizing the growth and development of the airline’s personalisation proposition.
This role will work with the Senior Product Manager to serve as the customer proxy and will support in defining the product vision and roadmap and needs to demonstrate understanding of airline customer journey and personalisation requirements. This role is part of an Agile Release Train and needs to ensure strong ability to work closely with other Product Owners, managing dependencies and contributing to a collaborative development environment to ensure features are rolled out end to end. This role is a core team member of the agile team and is responsible for defining and prioritising the user stories in the backlog. The role will also need to work closely with solution architects, UI/UX professionals and content development professionals to ensure an optimal product outcome.
Accountabilities
• Responsible for working with the business to develop and communicate the strategy, vision and roadmap for products and ensure the entire team understands how features will be developed over time.
• Work with the Solution Architect and Software Engineers to define and maintain the Non-Functional Requirements to ensure the product meets quality standards
• Support the flow of work through the portfolio Kanban and into the product backlog
• Work with the Product Owner to reprioritise the backlog based on business and customer needs
• Present the vision of the product during the Program Increment Planning session along with the proposed features and any upcoming milestones
• Participate in the daily scrums, sprint planning meetings and sprint reviews and retrospectives
• Work with the Solution Architects to understand the scope of upcoming enabler work and to sequence the architectural runway that will enable new business functionality • Facilitate regular system demos, ensure the most critical aspects are shown to the stakeholders for review and approval
• Support in measuring the product success, including adoption, customer insights and feedback. Continuously look to enhance the product and identify future features
• Responsible for regular progress updates, managing dependencies, risks and issues, escalating to the Senior Product Manager and Release Train Engineer where required
Education & Experience
• 5+ years’ experience as a Product Manager designing and launching high quality software products. Airline industry experience is beneficial
• Bachelor’s degree in Computer Science, Information Systems, Engineering or equivalent is mandatory
• Certified Product Manager (CPM), Agile Certified Product Manager (ACPM) or equivalent is desirable
• Experience with Agile development methodologies including SAFe, Scrum and Lean Portfolio Management
• Demonstrated success in defining, delivering and launching products related to personalization
• Experience defining personalization vision and strategy with demonstratable experience in A/B tests, AI/ML capability and omni channel campaigns.
• Experience of the full product cycle, integrating customer feedback into product requirements and driving prioritization.
• Experience in making data-informed decisions (user testing, competitors and marketing analysis, defining metrics) analytic tools (e.g. Adobe Analytics, Google Analytics) and Adobe Marketing Suite (Adobe Target, Launch, Sensei).
• 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 as this role requires working with multiple teams across the organisation
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.
To learn more, visit etihad.com