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Manager, Online Experience

Honolulu, HI, USA | Hawaiian Airlines

  • Industry:
  • Position Type:
  • Functions:
  • Experience:
    5-7 years
Job Description:
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At Hawaiian Airlines, we are all about welcoming our guests with Hawaiian hospitality and aloha, and taking care of our people, our home, and the communities we serve.Join our ‘ohana and be a part of an exciting team of professionals dedicated to serving our kama‘āina and introducing our islands to the world!

Position Summary

Own, define and implement the end-to-end user experience of online channels (web, mobile web, native app and kiosk UI). Drive and execute optimization strategies; work with marketing, analytics, product, design and engineering.

Key Responsibilities

• Own, define and implement the end-to-end user experience of online channels (web, mobile web, native app and kiosk UI)

• Drive and execute optimization strategies; work with marketing, analytics, product, design and engineering

• Create and manage AB test plan for all web channels, based on clearly defined company goals and objectives

• Work with cross-functional partners, UX/UI designer, IT and other team members to brainstorm and ideate new test ideas to help improve key performance indicators

• Manage dedicated team of developers; create user stories and manage prioritization of work; assist with QA of tests

• Work with analytics team to evaluate AB test performance, identify specific insights by audience, call winners and evaluate revenue impact

• Recommend design and page flow changes and analyze impact on path to ROI

• Develop personalization and segmentation strategies to target the right customers with the most relevant offers

• Perform analysis of websites, apps and landing pages by reviewing available analytics as well as applying knowledge of web marketing best practices; use findings to inform areas of optimization and testing opportunities

• Facilitate and manage cross-department & vendor collaboration

• Lead project teams by defining strategies, timelines, and approach

• Evaluate, select and manage designers and external vendors

• Work with IT and technology vendors to scope out and plan for permanent website changes for improved user experience based on winning experiments

• Continuously evaluate latest experimentation practices, innovations and technologies as well as competitive activity and recommend areas of opportunity to improve user experience across all HA web properties

• Other duties as assigned or directed

Minimum Requirements

• 5 years of experience in project or product management experience, preferably in online design, user experience design, marketing or related field

• Bachelors’ degree or equivalent years of experience

• Deep understanding of user-centered design (UCD) methodology, interface design standards and best practices, and current UI technologies

• Experience with AB and/or Multivariate testing with focus on conversion optimization at each step to maximizing revenue

• Strong analytical skills and ability to synthesize information from various sources and draw meaningful conclusions

• Experience with techniques in formal and informal usability testing

• Broad understanding of the web and associated technologies and proficiency with a range of appropriate software tools

• Proficient in a variety of methods to convey ideas and concepts (e.g. wireframes, prototypes, etc.)

• Ability to create wireframes and mock ups to convey designs and layouts

• Effective communicator, presenter, and negotiator

• Creative problem-solver with the ability to work with a blank slate and inspire others

**Hawaiian Airlines is regulated by the Department of Transportation (DOT - regulation, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of Marijuana, Cocaine, Opioids,PCP (Phencyclidine), and Amphetamine prior to any offer of employment or transfer into a safety-sensitive position.Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Hawaiian Airlines and any employment offer will be withdrawn.

Preferred Qualifications

• Experience working in Agile/Lean development environment

• Fluency with design software, such as Photoshop, Adobe Design suite a plus

• Background in web design and copy writing

• BS in Human Factors, Cognitive Science, Computer Science, or related field preferred

• One year as a manager of direct reports in the specific industry / functional area

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