Senior Digital Experience Analyst

Job description

This role is responsible for enhancing and optimizing the employer’s digital customer experience across web and mobile platforms. Key responsibilities include analyzing user behavior, conducting UX research, and identifying opportunities to improve usability, navigation, and the end-to-end customer journey from homepage to post-booking services. Key Responsibilities: Analyze and improve the end-to-end digital customer journey across websites and mobile apps. Conduct UX research and usability testing to identify friction points. Use behavioral analytics tools (e.g., the employer, Hotjar, Clarity, GA4) to evaluate user interaction patterns. Identify opportunities in navigation, layout, and information architecture, and recommend experience improvements. Evaluate and enhance key flows such as flight search, fare selection, bundles, ancillaries, and checkout. Collaborate with cross-functional teams to translate insights into UX requirements and enhancement initiatives. Stay updated on digital trends and emerging technologies, including payment innovations and mobile experience best practices.

Requirements

• Proficiency in analyzing user behavior
• Experience in conducting UX research and usability testing
• Knowledge of behavioral analytics tools (the employer, Hotjar, Clarity, GA4)
• Proficient in evaluating and improving end-to-end digital customer journeys
• Experience working with cross-functional teams
• Knowledge of digital trends and emerging technologies.

Skills