Digital Product Owner

Mission

The Digital Product Owner is responsible to define and develop the digital servicing strategy with objectives to increase the online NPS, to increase revenues and to reduce servicing costs.

Reporting:

The tasks listed below will be performed on behalf of the LHG hub airlines, under the functional lead of a manager in the LHG matrix, while the disciplinary lead within SN organization remains unchanged.

Functional leader: Manager in the LHG matrix (title to be defined)

Divisional leader: Head of Digital Experience

Key Result Areas

Key Result Area 1 : Define strategy and roadmap in the digital area

• Define the digital strategy for digital capabilities (eg online booking, payments, …) or digital touchpoints (eg website, mobile app, …) in close collaboration with the different units and more especially with the Customer Experience, Marketing, Operations, Social Media, IT, Finance, Sales, Pricing&Revenue Management teams, with objectives to increase the online NPS, to increase revenues and to reduce servicing costs.
• Define product vision and growth opportunities for specified digital capabilities or digital touchpoints. Advise management on opportunities to be integrated in the roadmap, based on a well-founded analysis and taking into account the financial impact, business priorities and unit strategy.
• Map the customer journey and analyze the touch points within the organization.

Key Result Area 2 : E2E responsible for implementation of digital roadmap

• Lead and implement the transformation plan from physical towards digital operations. E2E responsible for the successful implementation of the digital projects. Define and document key requirements for the digital roadmap in alignment with the different units.
• Select external business partners in close cooperation with the responsible architects and with IT
• Liaise with the most important suppliers in order to realize the targets and projects within set timing and budget.
• Oversee the different digital implementations together with IT. The Digital Product Owner is E2E responsible for the successful implementation of the digital initiatives.
• Provide vision and direction to the implementation team and stakeholders throughout the project
• Define and work out in detail the user stories and acceptance criteria
• Ensure that the team has an adequate amount of prior prepared tasks to work on
• Plan and prioritize product feature backlog; including maintenance items
• Assess value, develop cases, and prioritize user stories to ensure work focuses on those with maximum value that are aligned with product strategy
• Work closely with the implementation team to create and maintain a product backlog according to business value
• Advise the Test Manager and Test Coordinator on testing strategies and translating requirements into test scenarios.
• Define KPIs
• Analyze impact on existing processes and ensure that process changes are well implemented in collaboration with the respective departments.

Key Result Area 3: Monitor KPIs and continuously improve

• Monitor the impact of digital implementations on KPIs like NPS, growth (sales, upsell, conversion) and cost reduction.
• Create reports, communicate results, help decision making
• Continuously improve conversion and user experience on a daily basis through A/B testing in collaboration with teams in charge of UX, content, development, ancillaries.

Key Result Area 4: Be a digital ambassador

• Obtain the necessary buy in from stakeholders when defining roadmap priorities
• Keep internal stakeholders well informed on the status of your roadmap implementations ( planning, scope, budget, risks, issues) and impact on KPIs.
• Stimulate the use of all digital tools related to your area within the organization.
• Promote the digital roadmap inside and outside the digital teams, identify synergies
• Act as advisor for Brussels Airlines for the digital experience. Keep abreast with trends and new technology in the digital area. Follow our competitors and the industry.

Skills and Qualifications

• Master degree (Business or IT) or equivalent through experience in a related function;
• Experience as product owner, product manager, business analyst and/or excellent business requirements definition skills;
• Excellent knowledge of English, both spoken and written;
• Outstanding presentation and leadership skills;
• General knowledge of and experience with digital/ecommerce;
• Experience or familiarity with IT development methodologies (Agile/Scrum, waterfall etc.) is an advantage;
• Experience in the airline industry is an advantage;
• General IT affinity. Able to discuss with IT in a constructive way.
• Assertive, ability to take ownership of the job and to work autonomously, flexible and able to cope with an ever changing environment;
• Able to work under pressure in a busy environment and perform the necessary flexibility in favor of our operations;
• Open-minded, team player with excellent spoken and written communication skills;
• Excellent organizational and time management skills;
• Sharp analytical and problem-solving skills;
• Attention to details;
• Out of the box thinking;
• Interest for new technologies;
• Customer minded;
• Pro-active attitude;