Digital Customer Experience Product Manager - M/F/X

Company Description

Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 5,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality. 

Accor Tech & Digital, jobs in the tech field where intelligence is above all human! 

Job Description

Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality.

Our teams, known as Heartists®, bring together the best of hospitality with the best of tech and digital. Our ambition is to provide our customers with personalized, memorable, and sustainable experiences.

Here, we create new ways to travel within each of our 5,500 hotels, connecting closely with our 100 million clients in 110 countries.

Here, we are at the heart of an incredible playground for technological transition and the design of digital products and services for our customers and hotel teams.

Here, your scope will know no boundaries;

So join us and dare to make an impact on the world!

Here is where your greatest challenge awaits you: 

At Accor’s global Guest Care, we are looking for a Digital Customer Experience Product Manager to lead ambitious, high-impact digital projects. Reporting directly to the Head of Guest Digital Experience, you will shape how our guests interact with Accor by designing smarter, more intuitive, and truly memorable digital journeys.

Your mission: 

You will take ownership of strategic digital Guest Care Product, collaborating with cross-functional teams in a fast-paced and innovative environment. Your work will directly enhance the quality, simplicity, and personalization of our guests’ experiences around the world. This 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.

• Product Management  

Define and manage the Product roadmap in alignment with the Global Guest Care Experience strategy and ensure its execution

Oversee the end-to-end product lifecycle, from deep-dive discovery and prototyping to global deployment and scaling:

• Contribute to solution design discussions by bringing a customer-centric perspective while understanding technical dependencies and opportunities.
•  Act as the product lead with delivery teams, translating complex business needs into high-quality technical specifications and User Stories.
• Own and prioritize a complex product backlog in an Agile environment, managing dependencies and technical debt to ensure timely delivery of high-value features.
• Ensure effective coordination between internal teams and external partners throughout the delivery lifecycle.

• AI & Digital Solutions

Support the identification, evaluation and deployment of AI-powered, automation and self-service solutions aimed at improving guest interactions and operational efficiency.

Collaborate with AI and Technology teams to assess technical feasibility, business impact and adoption opportunities.

Contribute to the optimization of conversational experiences and digital support journeys through data-driven recommendations.

• Performance Tracking & Continuous Improvement

Define and follow up on success metrics that reflect both guest satisfaction and business impact.

Support experimentation and continuous optimization initiatives to improve customer outcomes and digital performance.

• Customer Journey Analysis & Optimization

Dive deep into guest journeys and pain points. Use data, benchmark and feedback to identify smart improvements and champion user-centric solutions.

Assess the feasibility and impact of proposed enhancements in collaboration with technical stakeholders.

• Innovation and technology Watch

Monitor new trends and technologies in digital customer experience. Be at the forefront of deploying cutting-edge solutions that set new standards for hospitality.

Contribute to the evaluation and implementation of innovative solutions that enhance guest engagement and support Accor's digital transformation ambitions.