Product Manager - Guest 360
by Etihad Airways in Aerospace & Aviation
The Product Manager - Guest 360 is responsible for managing the end-to-end product development process from defining desirable, feasible, viable and sustainable products to launching them and ensuring they continuously meet customers’ needs within the Airline industry. The role owns the strategy, vision and roadmap for products within the value stream and supports the Head of Guest in delivering value to customers using deep technical knowledge on Contract Centre, Chatbots and omnichannel solutions. Acting as the internal representative of the customer throughout the product lifecycle, the role leverages market and customer research to continuously understand market and customer needs. The position involves defining and maintaining Non-Functional Requirements to ensure quality standards, supporting the flow of work through the portfolio Kanban into the product backlog, reprioritising the backlog based on business and customer needs, presenting product vision during Program Increment Planning sessions, and participating in daily scrums, sprint planning meetings, sprint reviews and retrospectives. It includes sequencing the architectural runway with Solution Architects, facilitating system demos for stakeholder review and approval, measuring product success including adoption, customer insights and feedback, and enhancing the Guest 360 products by defining and prioritizing initiatives. The role requires strong understanding of customer-centered analytics (personalization & omni-channel) including CRM, booking data and loyalty data, demonstrated success in defining, delivering and launching high quality software products, integrating customer feedback into product requirements, driving prioritisation, and using design thinking tools such as personas, empathy maps, journey maps and story maps to support a transversal understanding of customer experience (CX).