Engagement Business Owner - Client Panel

At Invia CEE x Travelplanet x Wakacje we’re now looking for an innovative and customer-focused Engagement Business Owner – Client Panel to take ownership of our digital client environment and shape how our customers interact with us before, during, and after their trip.

Your Role

You will be the driving force behind the Client Panel – a central hub for our users to manage their bookings, payments, communication, and after-sales services. You’ll define its strategy, lead optimization efforts, and ensure that every interaction contributes to a seamless, engaging, and self-service digital journey.

Key Responsibilities

• Lead the development and optimization of the Client Panel across all Invia Group markets (Poland, Czech Republic, Slovakia, Hungary).
• Design and deliver features that increase engagement and login rates, both pre- and post-purchase.
• Drive the integration of post-sale processes into the panel, improving convenience and self-service capabilities.
• Collaborate on post-sale communication strategies, including automated messages, notifications, and payment reminders.
• Partner closely with Customer Service, IT, and UX teams to automate workflows and improve the flow of information.
• Create and maintain as-is / to-be process maps for the Client Panel.
• Develop self-service mechanisms such as requests, statuses, notifications, chat, and booking history.
• Analyze user behavior and experience metrics (UX patterns, login data, click paths, response times, resolution rates).
• Define and track KPIs for the Client Panel (e.g., logged-in users, self-service case resolution rate).
• Work with UX/UI specialists on usability testing and research to continuously improve the user experience.
• Report on results, identify improvement areas, and prioritize the development backlog based on customer value and business impact.

What You Bring

• At least 3 years of experience in product or process management within e-commerce or digital services.
• Proven experience improving user experience (UX) and implementing self-service features.
• Strong ability to map customer journeys, identify bottlenecks, and optimize service flows.
• Solid understanding of customer service and after-sales processes, including ticketing and two-way communication systems.
• Ability to define and monitor KPIs and translate data into actionable insights.
• Experience collaborating with IT and UX teams on design, implementation, and testing.
• Excellent communication and stakeholder management skills – able to balance user needs with business priorities.
• Background in the travel industry or a strong interest in digital travel experiences is an advantage.

Why Join Invia Group

• Be part of a market-leading digital travel group with operations across Central and Eastern Europe.
• Take end-to-end ownership of a strategic digital platform with direct customer impact.
• Work in a dynamic, international environment with passionate teams across multiple markets.
• Enjoy a flexible, hybrid work setup (Prague office), competitive compensation, and room to grow within a fast-evolving organization.
• Join us and shape the digital travel experience for millions of customers across CEE.

Apply today and help us make every journey smarter, simpler, and more personal.