Synopsis
This role reports to the Plan to Product lead. The Product Owner PSS Customer Intelligence is responsible for managing different Customer Data products (including but not limited to TDNA, DIH, CSX..) delivered by the PSS provider and their interaction with Etihad platform. The product owner primary goal is to ensure the product meets Etihad requirements considering delivery costs and deadlines.
This role covers the process from defining the desirable product, addressing gaps between required product and PSS provider offer, optimising the delivery including change management and defining test and launch requirement.
This role will have a customer-centric mindset and act as the representative of Etihad business throughout the product lifecycle within and beyond the PSS programme. They will leverage stakeholder input, data driven insight, market research to continuously understand market and customer needs.
Accountabilities
- Responsible for working with the business, PSS Provider counterparts and partners to develop and communicate the roadmap for the integration of PSS with Etihad Customer Data products and ensure the entire team understands how features will be delivered over time
- Work with other product and delivery managers, including but not limited about PSS, Loyalty, DIH (Agility platform), CRM as well as Enterprise Data teams to align on approach, solutions and plans.
- Work with the Solution Architects, Cyber Security, Ethics and Compliance to define and maintain the Non-Functional Requirements.
- Define test requirements and test scenarios, support and assist testing teams.
- Facilitate regular demos, ensure the most critical aspects are shown to the stakeholders for review and approval
- Actively participate and contribute to internal and external meetings and ceremonies with PSS provider, partners, and Etihad teams. Support the progress through status reports, Kanban and other tracking tools.
- Responsible for regular progress updates, managing dependencies, risks and issues
Education & Experience
- 6+ years’ experience as a Product Owner/Manager designing and launching high quality software products with related to airline technology and more specifically data.
- Bachelor’s degree in Computer Science, Information Systems, or equivalent is mandatory
- Certified Product Manager (CPM), Agile Certified Product Manager (ACPM) or equivalent is desirable
- Experience with Agile development methodologies including SAFe, Scrum and Lean Portfolio Management
- Demonstrated success in defining vision and strategy, delivering, and launching a technical product
- Experience of the full product cycle, integrating customer feedback into product requirements and driving prioritisation
- Experience in using design thinking tools, including personas, empathy maps, journey maps and story maps
- Customer-centric mindset with experience of placing the customer at the centre of every decision
- Recognised as an active team player, with excellent communication and coordination skills as this role requires working with multiple teams across the organisation
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.
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