About the Role
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Do you aspire to shape the future of travel by creating seamless, connected, and innovative digital experiences that redefine how customers interact with an airline?
As Digital Experience Manager, you will lead the design, development, and delivery of end-to-end customer experiences across the company's digital ecosystem. Combining customer insights, service design, and digital innovation, you will transform customer needs and business objectives into exceptional experiences that strengthen brand loyalty and drive measurable business value.
Working closely with Product, Technology, Commercial, Operations, and Customer Experience teams, you will design and optimise customer journeys across web, mobile, self-service, and emerging digital channels. You will ensure experiences are intuitive, accessible, customer-centric, and aligned with the company's ambition to become the world's leading digital-native airline.
You will champion human-centred design principles, oversee the evolution of digital experiences, and leverage customer feedback, journey analytics, experimentation, and emerging technologies to continuously improve customer interactions across every touchpoint.
This role will also see you driving innovation initiatives, identifying opportunities to enhance the customer proposition, and leading cross-functional programmes that deliver meaningful improvements to both customer satisfaction and commercial performance.
This is your opportunity to help build one of the world's most innovative airlines and redefine the future of customer experiences.
About You
Degree qualified, you will demonstrate a minimum of 7 years of experience in Digital Experience, Customer Experience, Product Management, Service Design, Innovation, or a related field, with a proven track record of delivering customer-centric solutions and business outcomes.
You possess strong experience in customer journey mapping, digital product development, stakeholder management, service design methodologies, and translating customer insights into scalable products, services, and experiences.
We're eager to hear from you even more if you can demonstrate experience working within agile environments and utilising emerging technologies, including AI-enabled solutions, to enhance customer experiences and optimise business performance.
You will be recognised for your strategic thinking, problem-solving ability, communication skills, innovative mindset, and ability to influence stakeholders while leading complex initiatives in fast-paced environments.
This is your opportunity to shape the future of air travel. Bring your best and show us why you can own this position within the company.
