Senior Digital Operations & Performance Executive

Job Description

Reporting into the Digital Operations & Performance Lead, you will work alongside the digital development product teams to drive operational excellence for TUI’s group one selling platform. This vital role will drive continuous performance improvement of the digital channels to enrich the customer experience and commercial revenue. Driving best practice and aligning operational management across product teams is priority for this role to manage the end to end sales platform performance stability and integrity.

You will engage and collaborate with internal and external teams to identify, investigate and prioritise new enhancements to reduce the page load across all channels in line with agreed KPI’s in line with Google Web Core Vitals. You will also use a host of tools to identify barriers to customer satisfaction and create bespoke reporting and online dashboards to track this. You will be key in supporting the team to drive detailed investigations into issues affecting customer experience through impact analysis.

Please note the closing date for applications is: Sunday 20th October

ABOUT THE ROLE

As a Senior Digital Operations and Performance Executive, you will play an active role in supporting the team to drive performance improvements across all TUI digital channels, working closely with technical and business teams. Continuously monitor digital channel activity identifying problems/defects and solutions for issues which impact site operations, performance, and channel integrity. On a day-to-day basis you will support the team with the prioritisation of tasks, maintaining a weekly rota and be the first point of contact for task lead questions. You will also engage with the team to provide training support and any follow up where required. Collaborating with other areas of the business including the development teams, technology service management and Web DevOps SRE, you will drive our business priorities to achieve agreed KPI’s and business objectives. Working closely with the SEO team, you will identify areas of improvement in performance to ensure there is no detriment to our ranking. Using the tools available to you such as Adobe, Dynatrace, Google Analytics and DataDog, you will produce reports and dashboards to capture data meeting stakeholders requirements. Using this insight and data, you will proactively look for areas of performance improvement to drive better online customer experience and commercial business benefits.

Supporting the Digital Operations & Performance Lead, you will input and drive engagement through the Performance Forum ensuring priority incidents and new developments are tracked. Led by the Digital Operations & Performance Lead, you will support the investigation of new initiatives in the digital space that could bring benefits to our platforms, aligning closing to the digital product you are accountable for. Supporting the Digital Operations & Performance Lead you will help drive the progression of quarterly Roadmap items providing any support and feedback where required across the team. You will be responsible for providing support for release activity by inputting operational, performance, monitoring requirements and attending pre-release meetings including daily stand-up and product development sessions. Post release performance analysis is important, and you will be responsible for following on next steps to drive performance improvements where required.

You will champion the customer and drive resolutions for incident and defects across the digital experience, influencing the team to prioritise fixes in the backlog of work. You will be responsible for monitoring and reviewing KPI’s to provide up to date impact analysis, working with other members of the Digital Operations team to improve the customer journey and increase conversion. Sharing best practice across the wider Digital Operations team is key in ensuring end to end platform operational excellence. Collaboration and alignment with the wider Digital Operation & Services team is key to support commercial activity - working alongside the Digital Services team acting as a key stakeholder for all Commercial change i.e. peak trading and brochure launch planning. On a rota along with other team members you will provide support and insight into major issues impacting our customers and business in and out of hours. You will also take ownership of all major incidents maintain by maintaining a tracker to ensure that all Post Mortems are carried out in a timely manner and any actions for our team followed up.

As a Senior Digital Operations & Performance Executive you will be assigned to work alongside a Product area, understanding the key defects impacting our customers and business as well as also looking at enhancing any processes/ways of working. You may be required to manage a small number of Digital Operations & Performance Executives on a day to day basis. Developing your line management skills you will manage their daily and weekly tasks as well as their development while providing support where required.

ABOUT YOU

• An ambitious individual with a good understanding of ecommerce and/or proven experience in an Operational role with a strong analytical skill set and experience of web analytics.
• Previous experience working with complex digital environments would be advantageous.
• Proactive person with the ability to investigate new ways of improving web performance
• Someone who is customer centric and is passionate about delivering continuously improved customer experience.
• Strong influencing skills with confidence to liaise and with senior levels, both internal and external
• The ability to manage your own time in a demanding, time-critical role and being comfortable working within an environment of ambiguity and high degree and complexity
• Ability to engage and influence stakeholders – influencing behaviour and changing opinions based on business knowledge and competence.
• Both strong analytical and good organisation skills with the ability to work under pressure and have a great attention to detail.
• Willingness to work flexible hours (successful candidate will need to work early mornings to support project implementation)
• Ability to work flexibly and provide support for the out of hours on-call rota.
• Multilingual would be useful but not essential

ABOUT OUR OFFER

• Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
• Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
• Discretionary Bonus Scheme
• Private Medical Insurance, single cover with option to add dependants
• Permanent Health Insurance
• Excellent rates with foreign exchange
• Pension scheme and life assurance

We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click here to find out more.​

We love to see your uniqueness shine through and inspire the future of travel.​ If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

If you require any further information regarding this opportunity, please email careers@tui.co.uk

We really value your interest in TUI and will be back in touch with you shortly after the application closing date.

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