Senior Manager, Product & Member Experience

Job Purpose: Lead the strategy, design, prioritization, and performance of AlFursan's product and member experience portfolio. The role translates loyalty strategy and member insight into differentiated propositions, scalable platforms and consistent end-to-end experiences that strengthen acquisition, engagement, retention, advocacy and commercial value. Key Accountabilities: • Set the multi-year Product & Member Experience vision, product architecture, and integrated roadmap in alignment with AlFursan and Saudia priorities. • Translate member needs, competitive shifts, and business objectives into a balanced portfolio of propositions, platforms, and experience improvements. • Maintain an innovation pipeline covering new loyalty products, premium propositions, ecosystem services, and digitally enabled member experiences. • Sponsor member research, journey design, service design and voice-of-member programs and convert findings into funded, measurable product action. • Own or approve product business cases, including member value, revenue impact, cost, liability, partner economics, adoption assumptions, and value-realization plans. • Establish the portfolio KPI framework and ensure each product has a clear value hypothesis, baseline, target, and post-launch review. • Establish the product operating model, decision rights, stage gates, portfolio reviews, documentation standards, and change-control disciplines. • Ensure initiatives move from discovery to design, business case, requirements, build, operational readiness, launch, and optimization with clear ownership at every stage. • Review critical dependencies, risks and readiness across technology, operations, legal, finance, data, training, and communications; escalate barriers early. • Protect product outcomes when delivery is distributed across entities that have different priorities, budgets, and operating models. • Establish portfolio dashboards covering member, commercial, experience, digital, operational and delivery performance. • Use analytics, research, experimentation, and root-cause analysis to optimize products after launch and inform future investment. • Oversee risks relating to member entitlement, data privacy, financial exposure, vendor dependence, platform disruption, service inconsistency, and reputational impact. • Own escalation of systemic product failures and ensure corrective action addresses both immediate member impact and underlying causes. Education: • Bachelor's degree in Business, Marketing, Product Management, Digital, Aviation, Engineering or a related discipline Experience: • Minimum of eleven years’ work experience with at least five of which in a relevant function and four years in supervisory roles. Show more Show less

Lead the strategy, design, prioritization, and performance of AlFursan's product and member experience portfolio. Translate loyalty strategy and member insight into differentiated propositions, scalable platforms and consistent end-to-end experiences that strengthen acquisition, engagement, retention, advocacy and commercial value. Set the multi-year Product & Member Experience vision, product architecture, and integrated roadmap in alignment with AlFursan and Saudia priorities. Translate member needs, competitive shifts, and business objectives into a balanced portfolio of propositions, platforms, and experience improvements. Maintain an innovation pipeline covering new loyalty products, premium propositions, ecosystem services, and digitally enabled member experiences. Sponsor member research, journey design, service design and voice-of-member programs and convert findings into funded, measurable product action. Own or approve product business cases, including member value, revenue impact, cost, liability, partner economics, adoption assumptions, and value-realization plans. Establish the portfolio KPI framework and ensure each product has a clear value hypothesis, baseline, target, and post-launch review. Establish the product operating model, decision rights, stage gates, portfolio reviews, documentation standards, and change-control disciplines. Ensure initiatives move from discovery to design, business case, requirements, build, operational readiness, launch, and optimization with clear ownership at every stage. Review critical dependencies, risks and readiness across technology, operations, legal, finance, data, training, and communications; escalate barriers early. Protect product outcomes when delivery is distributed across entities that have different priorities, budgets, and operating models. Establish portfolio dashboards covering member, commercial, experience, digital, operational and delivery performance. Use analytics, research, experimentation, and root-cause analysis to optimize products after launch and inform future investment. Oversee risks relating to member entitlement, data privacy, financial exposure, vendor dependence, platform disruption, service inconsistency, and reputational impact. Own escalation of systemic product failures and ensure corrective action addresses both immediate member impact and underlying causes.