Travel Product Journey Manager

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Job Description

Job details

Location: Hybrid (VHQ, Crawley)
Hours: 37.5 per week, Monday-Friday
Contract: Permanent
Salary: Competitive
Closing date: 26th October 2025

In a nutshell

At Virgin Atlantic, we're more than just an airline-we're a brand that reimagines the way people experience travel. With a bold vision to become the most loved travel company, we thrive on challenging the status quo, pushing the boundaries of aviation, and celebrating individuality every step of the way.

The Role

As Manager - Journey Travel Product, you'll take ownership of creating, evolving, and managing the travel products that shape our customers' end-to-end journey. Responsible for a defined portfolio of customer journeys or missions, you'll identify opportunities to elevate experiences, optimise performance, and deliver measurable impact.

You'll work cross-functionally with teams across Brand, Digital Product, Loyalty, and beyond to ensure every journey - physical or digital - is seamlessly connected. From conception to delivery, you'll be accountable for product success, ensuring each initiative drives both customer delight and commercial value.

Key Responsibilities

• Identify business and customer needs to inform product creation and development, using insights to pinpoint high-impact opportunities across the end-to-end journey.
• Collaborate across teams to ensure every product and experience is connected, cohesive, and consistent - regardless of channel.
• Deliver channel-agnostic experiences that meet customers wherever they are.
• Balance innovation and distinctiveness with a focus on fixing the basics and delivering operational excellence.
• Act as Product Owner within cross-functional delivery teams, overseeing implementation and ensuring projects are delivered on time and to standard.
• Monitor and evaluate product and experience performance, identifying opportunities to drive commercial growth and enhance customer satisfaction.
• Own key metrics across your portfolio, balancing costs with commercial and customer outcomes to ensure strong ROI.
• Maintain and prioritise a backlog of product improvements and launches, supporting the Senior Manager, Travel Product, and VP, Customer Journeys, in strategic decision-making.
• Manage stakeholder expectations by using data and evidence to guide prioritisation and communicate progress clearly.
• Support leadership in balancing quick wins with longer-term strategic initiatives to deliver meaningful customer and business value.

About you

• Proven experience in product management, delivering results across customer and commercial outcomes.
• Strong record of achieving operational, customer, and financial goals.
• Excellent interpersonal skills with the ability to build and influence relationships at all levels.
• Exceptional written and verbal communication skills, with confidence presenting to senior audiences and working groups alike.

Be yourself - our differences make us stronger

At Virgin Atlantic, diversity and inclusion are at the heart of everything we do. We're proud to be an equal opportunity employer and welcome applications from all backgrounds. If you require any adjustments during the recruitment process, reach out to us at Recruitment@fly.virgin.com-we're here to support you.

Our recipe for leadership

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here

Responsibilities

Budget accountability:
£TBC

Core responsibilities:
Deliver defined function objectives within established policy or planning frameworks, identifying solutions for improvement ;Singular authority in a specialist area or sub-area can be a specialism within a specialism, have a very deep understanding of one area;Influence over policy and process.

Key responsibilities:
Create and oversee travel products experienced by our customers on their end to end journey Identify business and customer needs to inform product creation/development within portfolio, looking at the end to end journey to identify lifts/drags on expectations to target interventions with the highest impact Coordinate across the team to ensure portfolio products and experiences are seamless for our customers across all product types both physical and digital Consider all channels to deliver channel agnostic experiences to our customers Drive distinctiveness and innovation without losing sight of the need to relentlessly fix the basics Oversee implementation and delivery working with the rest of the Experience function and the wider business, acting as Product Owner in all cross functional delivery teams as needed . Manage the travel journey within the role portfolio to deliver NPS, engagement, and customer lifetime value Continuously monitor and evaluate performance of products and experiences within the portfolio and propose opportunities for customer and commercial improvement Be accountable for key metrics related to journeys and products including cost of delivery balanced against the commercial and customer output metrics, always ensuring excellent ROIs . Prioritization and backlog management Maintain across the team a prioritized backlog of product launches/improvements, supporting the Senior Manager Travel Product and VP Customer Journeys in identifying where to focus and invest based on business cases and data Manage stakeholder expectations using evidence and data to explain prioritization decisions Support the SM and VP in balancing the need to deliver tactical/quick win items quickly whilst retaining enough bandwidth and focus for longer term big ticket improvements

Line management responsibilities:
Accountable for the budget and management of the team including performance reviews, recruitment, discipline, termination

Qualifications

• Proven experience in product management linked to ideally both customer and commercial outcomes
• Proven track record in setting and attaining operational, customer, and commercial deliverables
• Strong interpersonal skills and ability to maintain effective internal and external relationships at senior levels
• Strong written/verbal comms including presenting stories and concepts at different levels (e.g. exec vs working)