Role summary
The role is responsible for enhancing and optimizing flyadeal's digital customer experience across web and mobile app by analysing user behaviour, conducting UX research, and identifying opportunities to improve usability, navigation, and end-to-end customer journeys from homepage to booking and post-booking services.
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 and customer pain points
- Use behavioral analytics tools (e.g., Contentsquare, Hotjar, Clarity, GA4) to evaluate user behavior and 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 journey enhancement initiatives
- Stay updated on digital trends and emerging technologies, including payment innovations and mobile experience best practices
Qualifications
- Bachelor's degree in digital media, UX Design, Information Systems, Marketing, or a related field
- Minimum 3+ years of experience in digital experience analysis, UX research, or ecommerce journey optimization
- Travel, airline, or digital commerce environments is a plus
Requirements
- Strong knowledge of UX research methods and usability principles
- Using Figma for wireframing, journey visualization, or experience prototyping
- Behavior analytics and heatmap tools (Contentsquare, Hotjar, Microsoft Clarity, etc.)
- Web and mobile app experience roadmaps, including navigation structure, key journey flows, and interaction hierarchy
- Understanding of mobile-first and responsive design principles
- Ability to translate data into actionable UX and journey improvement recommendations
- Strong analytical and problem-solving skills
- Customer-centric mindset with high attention to detail
- Ability to communicate insights clearly to both technical and business stakeholders
- Collaborative team player with cross-functional working style
Education
Bachelor's degree in digital media, UX Design, Information Systems, Marketing, or a related field
Experience
Minimum 3+ years of experience in digital experience analysis, UX research, or ecommerce journey optimization
Skills
- Behavioral analytics
- Contentsquare
- Hotjar
- Microsoft Clarity
- GA4
- Figma
- UX research
- Usability testing
- Mobile-first design
- Responsive design
- Information architecture
- Communication
- Problem-solving
Education · Experience · Type
Bachelor'sRequires 3+ yearsSalary not stated