Digital Customer Experience Product Manager - M/F/X

Role Overview

Accor Tech & Digital is looking for a Digital Customer Experience Product Manager to lead ambitious, high-impact digital projects. The role requires a unique combination of customer experience expertise, product management capabilities, and technological fluency, particularly in AI-powered customer solutions and digital self-service ecosystems.

What You Will Do

Define and manage the Product roadmap, oversee the end-to-end product lifecycle, contribute to solution design discussions, act as the product lead with delivery teams, own and prioritize a complex product backlog, ensure effective coordination between internal teams and external partners, support the identification, evaluation, and deployment of AI-powered, automation, and self-service solutions, define and follow up on success metrics, support experimentation and continuous optimization initiatives, dive deep into guest journeys and pain points, assess the feasibility and impact of proposed enhancements, monitor new trends and technologies in digital customer experience, and contribute to the evaluation and implementation of innovative solutions.

Why It Might Be a Fit

The ideal candidate will have a Bac +5 in Business or Engineering School, minimum 5 years of experience in digital project management, digital product management, or customer experience roles, demonstrated experience working on technology-enabled initiatives and collaborating with development teams, experience with customer service technologies, digital self-service solutions, or AI-powered platforms, ability to understand and discuss technical concepts with development teams, familiarity with customer service technologies, contact center platforms, Generative AI, and data analytics, strong analytical skills, ability to leverage data to drive decision-making and continuous improvement, strong sense of autonomy and initiative, ability to handle projects independently, persistent, excellent communication and interpersonal skills, and a passion for "wow"ing guests.

Requirements

• Bac +5 in Business or Engineering School
• Minimum 5 years of experience in digital project management, digital product management, or customer experience roles
• Demonstrated experience working on technology-enabled initiatives and collaborating with development teams
• Experience with customer service technologies, digital self-service solutions, or AI-powered platforms
• Ability to understand and discuss technical concepts with development teams
• Familiarity with customer service technologies, contact center platforms, Generative AI, and data analytics
• Strong analytical skills
• Ability to leverage data to drive decision-making and continuous improvement
• Strong sense of autonomy and initiative
• Ability to handle projects independently
• Persistent
• Excellent communication and interpersonal skills

Benefits

• ALL - Heartist Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide
• Heartist for Good Program: commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours)
• An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities
• Sustainable Mobility Package for the use of eco-friendly transportation or access to a company bike program in partnership with Zenride
• Coverage of urban public transport subscriptions between home and workplace, in accordance with the rates set by French law "Loi Finance"
• €11 meal vouchers
• A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents
• Attractive working conditions with collaborative workspaces, restaurants, and recreational areas as well as wellness and sports facilities, on-site or through Gymlib

Originally posted on Himalayas