Digital Channel Product Owner

The Digital Channel Product Owner is responsible for defining, prioritizing, and delivering features for the airline’s direct digital channels, including the website, mobile web, and future mobile applications. Working within an Agile product development framework, the Product Owner ensures that digital initiatives deliver exceptional customer experiences while advancing the airline’s strategic goals for direct bookings, customer engagement, and brand differentiation.

This role acts as the voice of the customer and the business within the Agile development team, translating business objectives, customer insights, and design concepts into well-defined product requirements. The Digital Channel Product Owner works closely with UX designers, engineering teams, marketing, revenue management, and guest experience teams to deliver seamless and elegant digital journeys that reflect the standards of a luxury airline brand.

Key Responsibilities

• Own the product backlog for the airline’s digital channels, including the public website and mobile web experiences.
• Translate strategic digital initiatives into clear product features and user stories.
• Maintain a clear product roadmap aligned with the airline’s digital commerce and customer engagement strategy.
• Advocate for a customer-first mindset in all product decisions.

• Serve as the Product Owner for Agile development teams, responsible for backlog prioritization and sprint planning.
• Write and maintain high-quality user stories, acceptance criteria, and product documentation.
• Work closely with engineering teams to clarify requirements and ensure successful delivery of features.
• Participate in Agile ceremonies including:
  • Sprint planning
  • Daily standups
  • Sprint reviews
  • Retrospectives.

• Own key digital customer journeys such as:
  • Travel discovery and inspiration
  • Flight search and booking
  • Ancillary service selection
  • Customer account management
  • Trip management and post-booking engagement
• Ensure that digital interactions deliver frictionless, elegant, and personalized experiences consistent with luxury brand expectations.

• Partner with cross-functional teams including:
  • Marketing
  • Revenue management
  • Guest experience
  • Loyalty programs
  • Operations
• Gather and prioritize business requirements while balancing technical feasibility and customer value.
• Align digital product initiatives with broader commercial and customer engagement strategies.

• Collaborate closely with UX/UI designers and digital design agencies to ensure product requirements align with customer experience goals.
• Validate design concepts against product objectives and technical constraints.
• Champion usability and accessibility standards.

• Use analytics and customer insights to guide product improvements and feature prioritization.
• Monitor key digital performance metrics such as:
  • Conversion rates
  • Booking funnel performance
  • Mobile engagement
  • Customer satisfaction.
• Drive experimentation through A/B testing and iterative product development.

• Work with engineering teams to support integrations between digital channels and key airline systems, including:
  • Passenger Service System (PSS)
  • Reservation and booking engines
  • Loyalty and rewards platforms
  • CRM and customer data platforms
  • Payment and ancillary service platforms.

• Identify opportunities to enhance digital capabilities and customer journeys.
• Incorporate customer feedback and usability insights into ongoing product evolution.
• Stay informed about digital travel trends, emerging technologies, and competitive digital experiences.

Required Qualifications

• Bachelor’s degree in Business, Information Systems, Computer Science, or related field
• 5+ years of experience in digital product management or product ownership
• Experience working within Agile software development environments
• Strong understanding of digital product development and customer journey design
• Experience writing user stories and managing product backlogs
• Excellent communication and stakeholder management skills
• Strong analytical and problem-solving capabilities