Product Owner - Digital Contact Channels

easyJet Airline Company PLC; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading airline company in London is seeking an experienced Product Owner to join their Customer Team. You will lead the Travel Companion initiative, focusing on enhancing digital contact channels using AI. The ideal candidate has robust experience in product ownership and applying AI solutions. This full-time role offers competitive compensation and a hybrid working model, allowing you to thrive in a collaborative environment.

Benefits

Competitive base salary

Company-wide bonus scheme

7% pension contribution

Discounted flights

Flexible benefits

Qualifications

• Solid experience as a digital Product Owner with a track record of delivering outcomes.
• Hands-on experience applying AI in customer contact or personalisation.
• Comfortable working in an agile environment.

Responsibilities

• Lead the product roadmap focusing on AI for digital contact channels.
• Manage the backlog and ensure alignment with customer needs and business goals.
• Track insight and feedback to drive improvements.

Skills

Experience as a Product Owner

Applying AI in business settings

Agile leadership

Data analysis

Stakeholder management

Tools

Analytics and tracking tools

Job description

Job Description - Product Owner - Digital Contact Channels (16259)

Job Description

Product Owner - Digital Contact Channels ( 16259 )

Description

We’re looking for a Product Owner to join the Customer Team at easyJet holidays on a Fixed Term Contract until September 2026, who will lead our award winning Travel Companion initiative and help shape how customers connect with us across their holiday journey.

In this role you’ll take ownership of the product roadmap, focusing on how we use AI to improve our digital contact channels, and designing, prioritising and delivering changes that make customer interactions more personal, effective and seamless.

You’ll lead a development team, working in agile ways to keep delivery consistent and focused. Day to day, you’ll manage the backlog, set priorities and make sure what’s being built reflects both customer needs and business goals.

Your role works closely with operational teams to make sure every channel, automated or human assisted, is performing as expected. You’ll work with colleagues in salesforce, architecture, legal and data protection to keep solutions compliant, integrated and secure, and you’ll keep stakeholders informed, sharing updates on performance, ROI, and what’s coming next.

You’ll track insight and feedback, spot improvement opportunities, and make sure we’re acting quickly to address them. You’ll keep a close eye on the quality of customer responses, adjusting and refining through prompt engineering where needed.

You’ll bring fresh thinking and stay close to the latest developments in AI and contact centre technology, making sure we evolve our proposition in step with customer expectations and industry trends.

What you’ll bring to the team:

To be successful, you will need to have solid experience as a digital Product Owner and a track record of delivering successful outcomes. You’ll be somebody who knows how to shape a product vision, manage a backlog, and guide delivery from idea to launch. You’ll have hands on experience of applying AI in a business setting, whether that’s improving customer contact, personalisation, or other digital solutions. You’ll understand both the opportunities and the challenges that come with using AI at scale.

You’ll be comfortable working in an agile environment, leading a team and keeping momentum high. Your leadership style will motivate others, and you’ll be confident setting direction while staying open to input.

You’re somebody who can measure the impact of your work, interpret data, and explain results clearly. You’ll be familiar with analytics and tracking tools, and use them to guide decisions and demonstrate progress.

You’ll be able to build relationships across different teams, manage expectations, and influence stakeholders at all levels, and as the pace of work will sometimes shift, you’ll be able to adapt quickly without losing focus.

Experience in customer service or contact centre environments is an advantage, as it gives you added perspective of the challenges this role is solving.

What’s in it for you:

In addition to your competitive base salary, we offer an all-inclusive benefits package which includes our company-wide bonus scheme and a 7% pension contribution. We offer a variety of share options and life assurance, and we have an impressive range of flexible benefits that you can tailor to your needs.

You'll have access to heavily discounted flights for yourself and your loved ones, as well as free easyJet Plus membership, annual holiday vouchers, and a generous annual leave entitlement.

At easyJet holidays, we create unforgettable experiences for our customers, we strive to do the same for our people. As such we're committed to supporting our team with development opportunities and a welcoming atmosphere.

The role is full-time and based at our easyJet holidays HQ near Luton Airport. We operate a hybrid working model of 3 days per week in the office.

How to apply:

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward - so please apply promptly to avoid disappointment.

At easyJet, we are dedicated to fostering an inclusive workplace that reflects the diverse customers we serve across Europe. We welcome candidates from all backgrounds. If you require specific adjustments or support during the application or recruitment process, such as extra time for assessments or accessible interview locations, please contact us at [e-mail]. We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation.

About easyJet holidays:

Ready to make your next move? How about make your mark? Join a team with unstoppable drive and passion at easyJet holidays.

In 2019 we launched our easyJet holidays business, with a mission to provide brilliant holidays at unbeatable prices. We want to lead the industry by making sustainable travel affordable and accessible to everyone – and to do this we’re building remarkable teams with modern ways of working.

By joining us you’ll be part of the UK’s fastest growing tour operator and a company named as one of the Best Workplaces in Travel. You’ll be given autonomy to do your job, a platform to share your ideas, and you’ll get to work with the very best people in the industry – all to create experiences that customers will remember forever.

Make a difference with your next role. Make it easyJet holidays.

Requirements of the Role

#LI-MR1 #LI-HYBRID #ejholidays

Business Area

Business Area

Customer - easyJet holidays

Primary Location