Company Description
Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 5,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality.
Accor Tech & Digital, jobs in the tech field where intelligence is above all human!
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 Contact Center, we are looking for a Digital Customer Experience Project 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 missions:
You will take ownership of strategic digital initiatives - from innovative chat and AI solutions to the optimization of guest touchpoints - 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.
Lead multiple strategic projects to enhance the digital customer experience (e.g. chat, AI-powered tools, self-care solutions).
Apply strong project management skills: scoping, coordinating with internal & external stakeholders, tracking milestones, managing risks.
- Performance Tracking & Continuous Improvement
Define and follow up on success metrics that reflect both guest satisfaction and business impact. Always look for the next opportunity to make our digital guest journey even better.
- 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.
- Innovation and Market Watch
Monitor new trends and technologies in digital experience. Be at the forefront of deploying cutting-edge solutions that set new standards for hospitality.
