Product Roadmap Management:
o Develop and maintain a comprehensive product roadmap aligned with business strategy and other strategic projects.
o Own definition of epics, features and user-stories.
o Prioritize features and functionalities based on business value and user needs.
o Lead collaboration with cross-functional teams to ensure timely delivery of roadmap items.
o Participate in agile ceremonies with wider product teams and drive Loyalty feature discussions on the release train.
o Contribute to release planning and management.
o Maintain key process documents, as needed, based on features released.
o Own operational process improvement agenda based on agent, partner and guest feedback.
User Story Management:
o Review and validate user stories to ensure they are clear, concise, and meet acceptance criteria.
o Manage the user acceptance testing process, including defining "Definition of Done" with product teams and other IT teams.
o Work closely with development teams to ensure high-quality delivery.
Incident Management:
o Own incident management from business impact, and triage with IT/Vendor teams to identify root causes and prioritize resolutions.
o Collaborate with internal IT teams and external vendors to resolve issues efficiently and timely.
o Assess and provision for functional workarounds for incidents based on criticality.
o Track and monitor SLAs to ensure timely resolution of incidents.
Audit and Compliance:
o Support internal and external audit processes, owning and leading interactions with the audit team.
o Ensure compliance with relevant regulations and industry standards.
o Maintain accurate and up-to-date documentation for audit purposes.
User Access Management:
o Manage user access to the loyalty platform, ensuring appropriate permissions and security controls.
o Work with Loyalty Operations Manager to define and maintain a robust role-based access control framework for the wider business users of the loyalty platform.
o Onboard and offboard users as needed.
o Support in conducting periodic review of access levels.
Platform Configuration and Partner Onboarding:
o Support the onboarding process for key partners to the loyalty ecosystem.
o Provide training and guidance on platform usage and best practices.
o Support in platform configuration for specific areas, specifically to core features related to the programme.
Strategic Projects and Programs:
o Contribute to digital and user experience initiatives related to the loyalty platform.
o Oversee accrual and redemption processes considering end-to-end loyalty processes.
o Drive innovation and continuous improvement within the loyalty platform.