Digital Operations

3 days ago

Luton, United Kingdom TUI Full time

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Reporting into the Digital Operations & Performance Manager, 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 to carrying out detailed investigations into issues affecting customer experience through impact analysis.

Our Head office is in Luton (Just over 20 minutes from London), but TUI believes that work is something you do, not somewhere you go. We believe in offering as much flexibility to the individual on whether they work from an office or elsewhere. Of course there may be occasions when we will need you in the office for business reasons, but wherever reasonable we allow you to make the choice.

**ABOUT THE JOB**

As a Digital Operations and Performance Executive, you will play an active role in driving 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.

Collaborating with other areas of the business including the development teams, technology service management and Web DevOps, 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.

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.

Using the tools available to you such as Adobe, Dynatrace, Google Analytics and Grafana, 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.

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.

**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
- 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.
- 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 both internal & external - 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.
- Ability to work flexibly and provide support for the

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