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Miami, Florida, United States
Onsite
GROW YOUR CAREER WITH US
At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!
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JOB SUMMARY
The Director, Digital Product leads the end-to-end digital guest journey, from initial discovery and consideration through purchase, pre-arrival planning, the live guest experience, and re-engagement. This role serves as the single point of accountability for the digital product vision, roadmap, execution, and performance across web and mobile app experiences. The Director builds and leads a team of Senior Product Owners responsible for key stages of the guest journey while maintaining accountability for full-journey priorities, performance, and experience continuity. Working across a matrixed organization, this role partners with Content, Customer Relationship Management (CRM) & Loyalty, Design, Content Strategy, Personalization, Testing, Technology, and other stakeholders to deliver a cohesive digital guest experience that drives measurable guest and business outcomes.
POSITION RESPONSIBILITIES
• Lead the end-to-end digital guest journey by establishing and executing the product vision, strategy, and roadmap across discovery, purchase, pre-arrival planning, the live guest experience, and re-engagement, ensuring continuity across each stage of the journey.
• Own digital product performance and drive full-journey key performance indicators (KPIs), including digital booking share, conversion, direct booking mix, onboard and in-experience revenue, repeat business and retention, and guest satisfaction, while maintaining visibility into stage-level performance.
• Build and lead the Product Owner team by hiring, coaching, and managing Senior Product Owners responsible for discrete stages of the guest journey and establishing clear priorities, standards, performance expectations, and accountability.
• Establish and lead product management practices for roadmap planning, backlog prioritization, and delivery cadence in partnership with Technology and other stakeholders to support effective execution of digital guest experience initiatives.
• Partner across Design, Content Strategy, Personalization, and Testing to align the digital experience with product objectives, maintain consistency across the guest journey, and incorporate continuous testing, learning, and optimization into product development.
• Align product priorities with Content and CRM & Loyalty leaders to coordinate strategies, roadmaps, and initiatives and deliver an integrated digital guest experience across functions.
• Represent guest and business needs in product decisions by evaluating priorities and trade-offs against guest value, business objectives, performance data, and measurable outcomes.
• Participate in the selection and management of external design and product partners, as needed, and ensure partner deliverables align with product strategy, standards, priorities, and the broader digital roadmap.
• Communicate roadmap progress and product performance to the Vice President, Digital Commerce and key stakeholders, providing visibility into priorities, KPI performance, dependencies, risks, and results across the digital guest journey.
• Perform other job-related duties as assigned.
QUALIFICATIONS
DEGREE TYPE: Bachelor's Degree
FIELD(S) OF STUDY: Business, Marketing, Computer Science, or related field.
EXPERIENCE
• Minimum 6 years of experience in digital product management, including at least 3 years of experience leading product teams and/or product managers.
• Experience owning and optimizing multi-stage digital customer journeys with accountability for measurable business outcomes across the customer lifecycle.
• Experience building and scaling product teams, including hiring, coaching, and developing Product Owners and/or Product Managers.
• Experience partnering with Engineering and Technology teams to prioritize product initiatives and deliver digital experiences within iterative product development environments.
• Experience operating within a matrixed organization and driving outcomes through cross-functional partnerships and influence.
• Experience working with external agencies, consultants, or other strategic partners on product strategy, design, or digital experience initiatives.
• Experience within travel, hospitality, cruise, retail, airlines, or another consumer-focused business with complex booking, purchasing, or customer experience journeys preferred.
COMPETENCIES & SKILLS
• Strong knowledge of digital product management practices, including product strategy, roadmap development, backlog prioritization, product lifecycle management, and iterative delivery.
• Strong understanding of e-commerce and digital booking funnel performance, including conversion, digital booking share, average order value, upsell, retention, repeat purchase, and customer lifetime value.
• Ability to translate guest needs, business objectives, and performance insights into product strategies, roadmaps, priorities, and measurable outcomes.
• Ability to evaluate and balance guest experience, revenue, cost, and other business considerations when making product decisions and trade-offs.
• Strong leadership and people management skills with the ability to establish accountability, coach and develop product talent, and lead teams responsible for distinct areas of a broader customer journey.
• Strong cross-functional collaboration and influencing skills with the ability to align stakeholders and drive outcomes across a matrixed organization.
• Ability to partner effectively with Technology, Design, Content, Personalization, Testing, Customer Relationship Management (CRM) & Loyalty, and other functions to deliver integrated digital experiences.
• Strong analytical skills with the ability to use performance metrics, customer insights, and testing results to prioritize opportunities and evaluate product performance.
• Strong written and verbal communication skills with the ability to translate journey-level strategy and performance into clear recommendations for executive stakeholders and actionable priorities for product teams.
• Ability to establish and communicate clear product priorities while maintaining alignment and consistency across multiple stages of the guest journey.
ABOUT NCLH
Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year.
LEARN MORE ABOUT OUR COMPANY:
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Norwegian Cruise Line
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Regent Seven Seas Cruises
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EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
