Apt Resources is currently seeking a talented and experienced Manager Customer Experience Design - Digital to join the team of one of their esteemed clients in the airline industry in the GCC region. As the Senior Manager of Customer Experience Design - Digital, you will lead and manage the Customer Experience Design-Digital team. Your responsibilities include designing, implementing, and optimizing the digital experience for customers across various touchpoints. You will identify opportunities and manage the development of digital solutions throughout the customer journey roadmap. Additionally, you will research and implement digital products and services that align with the brand values, providing a more personalized and integrated digital customer journey. You will oversee the entire lifecycle of innovation strategy from concept to development and integration into everyday business operations. By leveraging innovative thinking and market analysis, you will ensure that every application feature delivery surpasses competitors.
Responsibilities:
Operational:
- Develop and direct research-based design efforts aimed at continuous improvement of current products and services, generating new experience concepts across all areas of the customer journey. Convey these concepts to the IT & Digital team as technical specifications, design, and business/scope requirements.
- Assess and optimize the performance of new and existing features through active user research and performance metrics, including competitor analysis and design workshops.
- Manage a project-centric core team, including product/project specialists, providing leadership, guidance, and support to ensure high-quality application delivery that meets business requirements.
- Ensure consistency and quality of standards and processes across the team throughout the software development lifecycle.
- Collaborate with other managers from various business departments to effectively manage cross-project dependencies, identifying risks, issues, and technical challenges.
- Build and maintain relationships with internal and external IT, UX/UI designers to ensure timely delivery of product enhancements and stakeholder satisfaction.
- Collaborate with the IT & Digital team on the overall digital product roadmap, priorities, objectives, and expected impact of new features, documenting and prioritizing digital product features and user feedback.
- Implement continuous improvement plans to maintain a commitment to enhancing the digital customer experience.
- Work with the Head of Department to define the strategic direction for digital customer experience projects, recommending and discussing innovations and tactics to promote business revenue and product portfolio, including e-commerce packages and other value-added components.
- Stay informed about customer profiles, market trends, and operational changes to drive service improvement through collaboration with BI and other stakeholders.
- Develop budget proposals for digital customer experience projects to present to the Head of Department.
- Minimum of 8 years of job-related experience.
- Bachelor's Degree or equivalent.
- Proven experience in managing enterprise-level projects.
- Previous experience managing and implementing major projects across airline digital customer touchpoints.
- Extensive knowledge of software development methodologies, tools, frameworks, and technologies.
- Qualification in Computer Science, Information Technology, or related field.
- Practical knowledge of project management tools.
Preferred:
- Proven experience in software development and management, with experience in managing software development teams.
- A flair for innovation.
- Ability to create impactful presentations.
TBD
