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Digital Product Owner


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


  • Define the digital servicing strategy in close collaboration with the different units and more especially with the Customer Experience, Marketing, Operations, Social Media and IT, Finance, Sales, Pricing & Revenue Management teams.
  • Map the customer journey and analyse the touch points within the organization.
  • Define product vision and growth opportunities. 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.
  • 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.
  • Stimulate the use of all digital tools related to your area within the organization.
  • Select external business partners in close cooperation with the responsible IT and 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
    • 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.
  • Analyse impact on existing processes and ensure that process changes are well implemented in collaboration with the respective departments.
  • Monitor the impact of digital implementations on KPIs like NPS and growth (sales, upsell).
  • 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.
  • Reports to Head of Online Capabilities & Quality Assurance.


  • 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.
  • General knowledge of and experience with digital servicing.
  • Experience or familiarity with IT development methodologies (Agile/Scrum, waterfall, etc.) is an advantage.
  • General IT affinity. Able to discuss with IT in a constructive way.
  • Excellent knowledge of English, both spoken and written.
  • Excellent spoken and written communication skills.
  • 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 favour of our operations;
  • Open-minded, team player with excellent spoken and written communication skills.
  • Sharp analytical and problem-solving skills.
  • Attention to details.
  • Out of the box thinking.
  • Interest for new technologies.
  • Customer minded.
  • Pro-active attitude.

Interested in this challenging position? We look forward to receiving your CV & motivation letter!

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