Digital Customer Experience Product Manager - M/F/X

Job Description

Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality.

Our teams, known as Heartists®, bring together the best of hospitality with the best of tech and digital. Our ambition is to provide our customers with personalized, memorable, and sustainable experiences.

Here, we create new ways to travel within each of our 5,500 hotels, connecting closely with our 100 million clients in 110 countries.

Here, we are at the heart of an incredible playground for technological transition and the design of digital products and services for our customers and hotel teams.

Here, your scope will know no boundaries;

So join us and dare to make an impact on the world!

Here is where your greatest challenge awaits you: 

At Accor’s global Guest Care, we are looking for a Digital Customer Experience Product Manager to lead ambitious, high-impact digital projects. Reporting directly to the Head of Guest Digital Experience, you will shape how our guests interact with Accor by designing smarter, more intuitive, and truly memorable digital journeys.

Your mission: 

You will take ownership of strategic digital Guest Care Product, collaborating with cross-functional teams in a fast-paced and innovative environment. Your work will directly enhance the quality, simplicity, and personalization of our guests’ experiences around the world. This role requires a unique combination of customer experience expertise, product management capabilities and technological fluency, particularly in AI-powered customer solutions and digital self-service ecosystems.

• Product Management  

Define and manage the Product roadmap in alignment with the Global Guest Care Experience strategy and ensure its execution

Oversee the end-to-end product lifecycle, from deep-dive discovery and prototyping to global deployment and scaling:

• Contribute to solution design discussions by bringing a customer-centric perspective while understanding technical dependencies and opportunities.
•  Act as the product lead with delivery teams, translating complex business needs into high-quality technical specifications and User Stories.
• Own and prioritize a complex product backlog in an Agile environment, managing dependencies and technical debt to ensure timely delivery of high-value features.
• Ensure effective coordination between internal teams and external partners throughout the delivery lifecycle.

• AI & Digital Solutions

Support the identification, evaluation and deployment of AI-powered, automation and self-service solutions aimed at improving guest interactions and operational efficiency.

Collaborate with AI and Technology teams to assess technical feasibility, business impact and adoption opportunities.

Contribute to the optimization of conversational experiences and digital support journeys through data-driven recommendations.

• Performance Tracking & Continuous Improvement

Define and follow up on success metrics that reflect both guest satisfaction and business impact.

Support experimentation and continuous optimization initiatives to improve customer outcomes and digital performance.

• Customer Journey Analysis & Optimization

Dive deep into guest journeys and pain points. Use data, benchmark and feedback to identify smart improvements and champion user-centric solutions.

Assess the feasibility and impact of proposed enhancements in collaboration with technical stakeholders.

• Innovation and technology Watch

Monitor new trends and technologies in digital customer experience. Be at the forefront of deploying cutting-edge solutions that set new standards for hospitality.

Contribute to the evaluation and implementation of innovative solutions that enhance guest engagement and support Accor's digital transformation ambitions.

Qualifications

And you? 

• Bac +5 in Business or Engineering School
• Minimum 5 years of experience in digital project management, digital product management, or customer experience roles.
• Demonstrated experience working on technology-enabled initiatives and collaborating with development teams.
• Experience with customer service technologies, digital self-service solutions, or AI-powered platforms is a strong advantage.
• Ability to understand and discuss technical concepts with development teams, including APIs, system integrations, software architectures, and deployment processes.
• Familiarity with customer service technologies, contact center platforms, Generative AI and data analytics, and their application to customer experience.
•  Strong analytical skills and ability to leverage data to drive decision-making and continuous improvement.
• Strong sense of autonomy and initiative, able to handle projects independently
• Persistent, you are not scared of getting into the nitty gritty details of the problems
• Excellent communication and interpersonal skills, able to bring stakeholders together
• You put the guests at the heart of what you do and are passionate in “wow”ing them
   

Additional Information

Accor dares to impact: 

- the world  

• Accor is committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents. 
• We adopt a continuous improvement approach to reduce the impact of digital on the environment across all our projects.

- your career:  

• We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences. 
• Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis. 

- Specifically, at Accor Tech & Digital:

• Remote work available several days per week from France, with flexible work options: work from home, from our offices, or even from our hotels and coworking spaces through Worklib.
• Every Wednesday afternoon, dedicate your time to deep work and personal development.
• Work in a multicultural and English-speaking environment.
• Continuous improvement & training: hackathons, exceptional technology partnerships, dedicated talent management, certifications and a dedicated learning platform.

and also,

• ALL - Heartist® Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide. 
• Heartist® for Good Program: commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours). 
• An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities. 
• Sustainable Mobility Package for the use of eco-friendly transportation or access to a company bike program in partnership with Zenride.
• Coverage of urban public transport subscriptions between home and workplace, in accordance with the rates set by French law “Loi Finance”.
• €11 meal vouchers.
• A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents. 
• Attractive working conditions with collaborative workspaces, restaurants, and recreational areas as well as wellness and sports facilities, on-site or through Gymlib.

Your talent and motivation are our only selection criteria.

We value the richness of diverse nationalities, personalities, and professional backgrounds.

We know how to adapt to the specific needs of our employees, including those with disabilities.
We encourage all applications, regardless of gender, so go ahead and apply!

Recruitment is all about people!  

Is this mission appealing to you? Apply, and we will offer you: 

1. A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you. 
2. An interview with the team manager responsible for the role you are interested in.  
3. For some roles, you might also be required to complete an assessment (use case and motivation questionnaire. 
4. A final interview with our Human Resources team to discuss our Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group. 
5. A personalized feedback. 

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