Manager, Digital Product, Customer Journey

Malaysia Aviation Group; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading aviation group in Malaysia is looking for a Manager, Digital Product, Customer Journey to enhance the digital experience across various platforms. The ideal candidate will have 7-10 years of experience in digital or e-commerce, with strong customer journey mapping skills. Responsibilities include managing end-to-end customer experiences and integrating data for improved service delivery. A bachelor’s degree in a relevant field is required.

Qualifications

• 7-10 years of experience in the Digital or Ecommerce industry.
• Strong understanding of Customer journey mapping.
• Airline domain knowledge preferred.

Responsibilities

• Drive cohesive experiences from search through post-flight.
• Integrate digital and operational data into a unified customer view.
• Develop group-wide CX playbooks and targeting rules.
• Translate data into outcomes with various teams.
• Build reports and analytics to prove ROI on CX initiatives.

Skills

Analytical skills

Communication

Interpersonal skills

Organizational skills

Team player

Education

Bachelor’s degree in marketing, Computer Science, Information Technology or a related field

Tools

Customer experience tools such as Adobe

Job description

Manager, Digital Product, Customer Journey

This role is responsible for shaping and enhancing the end-to-end digital experience across web, mobile, marketing channels and other digital platforms. This role focuses on mapping and optimizing the customer journey from inspiration and booking to check-in, boarding, and post-travel engagement. To ensure each digital touchpoint is intuitive, seamless, and drives initiatives that improve customer satisfaction, digital adoption, and business outcomes.

Reports To

Head, Digital

Key Accountabilities

• End-to-End Journey Mapping & Optimization: Drive cohesive experiences from search through post-flight
• Customer Data Platform (CDP) Activation: Integrate digital and operational data (PNR, Enrich ID, check-in, complaints) into a unified customer view
• Targeting Frameworks: Define cross-pillar messaging logic to avoid redundant or irrelevant communications
• CX Governance: Develop group-wide CX playbooks, targeting rules, and experimentation standards
• Insight to Action: Partner with IT, Commercial, Marketing, and Loyalty teams to translate data into outcomes
• Enable Strategic CX Initiatives: Lay foundation for dynamic pricing, predictive engagement, and real-time service recovery
• Unify customer data across online and offline touchpoints (web, mobile, call center, airport check-in, in-flight, loyalty, etc.)
• Act as the experience architect across brands, reducing message fatigue and improving targeting relevance
• Establish CX governance frameworks and best practices across MAG entities
• Lay the foundation for AI-driven customer engagement — enabling MAG to anticipate, personalize, and adapt in real time across digital and offline channels.
• Enable future capabilities such as dynamic pricing, real-time personalization, and predictive offers
• Build relevant timely reports and analytics to prove the ROI in terms of commercial, Customer Service Index.
• Provide regular reports and update upper management as needed to keep them informed about the progress and impact of CX initiatives.

Qualifications & Working Experience

• Bachelor’s degree in marketing, Computer Science, Information Technology or a related field.
• Airline domain knowledge and understanding of customer experience tools such as Adobe will be preferred.
• 7-10 years of experience in Digital or Ecommerce industry with strong understanding of Customer journey mapping.

Areas of Experience

• Excellent analytical skills with the ability to interpret data and draw actionable insights from conversation logs.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities.
• Proactive and self-motivated with a continuous improvement mindset.

Personality Traits

• Data driven mindset
• Communication and storytelling
• Relationship building
• Product management and process simplification
• Team player