Summary
Overview
Work History
Education
Skills
Team Champ Excellence Award
Certification
Timeline
Generic

Joyce Jacob

Toronto

Summary

Digital Product Manager with a track record of delivering customer-centric booking and loyalty experiences. Skilled in cross-functional leadership, agile delivery, and driving revenue through scalable, data-informed product strategies.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Product Manager

Air Canada
10.2022 - Current
  • Own the end-to-end post-booking journey on AC.com, driving roadmap execution, revenue growth, and self-service adoption.
  • Launched Air Canada Wallet, delivering $80M in revenue within a year by streamlining refunds and boosting retention.
  • Spearheading replatforming of post-booking flows to enhance scalability, UX, and time-to-market.
  • Lead digital upsell initiatives (e.g., seat selection, travel extras, eUpgrades), optimizing conversion and ancillary revenue.
  • Partner across UX, engineering, loyalty, business and marketing to deliver differentiated experiences and strategic positioning.
  • Manage third-party integrations to enrich Aeroplan’s value proposition and enhance digital journeys.
  • Leverage customer insights to guide product iteration and long-term strategy for post booking flows.
  • Hands-on with Amadeus Altéa PSS, integrating digital experiences with core airline systems for seamless end-to-end functionality.

Product Manager

AIR CANADA
06.2021 - 10.2022
  • Launched three major loyalty partnerships—LCBO, Uber, and Chase—expanding Aeroplan's everyday ecosystem.
  • Initiated a new refund product, leveraging market research and customer insights to generate incremental revenue.
  • Managed the full product lifecycle for Aeroplan, delivering new features, UI upgrades, and third-party integrations, driving a 25% lift in enrollment and 10% increase in redemptions.

Senior Product Owner

AIR CANADA
07.2019 - 06.2021
  • Led the end-to-end relaunch of Aeroplan in 2020, delivering a fully reimagined loyalty program and digital ecosystem for millions of members.
  • Directed the development of the Aeroplan Dashboard, a centralized hub for members to view points, benefits, status, and transaction history—establishing a single digital touchpoint for all things Aeroplan.
  • Presented sprint outcomes and facilitated backlog refinement to accelerate release velocity and stakeholder buy-in.
  • Oversaw day-to-day operations and supported Agile adoption across Air Canada’s digital and mobile portfolio.

Senior Business Analyst

Solution-Tek (Partner of DXC Technology)
01.2016 - 07.2019
  • Spearheaded product enhancements for Irregular Operations Handling, enabling automatic passenger rebooking during disruptions for global carriers including United Airlines and Emirates.
  • Translated strategic business requirements into actionable user stories, ensuring iterative feature delivery aligned with customer value.
  • Managed and prioritized the product backlog to support continuous development and on-time sprint execution.
  • Partnered with UX analysts to shape prototypes that clearly reflected business goals and user expectations.

Senior Business Analyst

AMADEUS LABS (Global Leader in Travel Technology)
01.2015 - 08.2015
  • Led product enhancements for Amadeus’s Search, Shop & Price (SSP) engine, the core platform powering dynamic flight search, fare personalization, and offer generation.
  • Investigated and resolved high-impact issues through triaging and stakeholder collaboration, ensuring platform stability and reliability.

Senior Business Analyst

IBS Software - CMMI Level 5 Travel & Logistics Co
11.2010 - 12.2014
  • Collaborated with the Booking and Ticketing team on IBS’s next-generation Passenger Service System (PSS), supporting core airline functions like reservations, inventory, and ticketing.
  • Captured and refined customer requirements, conducted gap analyses, and authored detailed BRDs to align product features with airline operational needs.
  • Triaged and analyzed stakeholder-reported issues to ensure timely resolution and platform stability.
  • Delivered enhancements across the full SDLC, from requirements through UAT and deployment, contributing to improved booking accuracy and system performance.

Education

MBA - Systems & Operations

SCMS COCHIN
04.2010

Bachelor of Science - Computer Engineering

ANNA UNIVERSITY
05.2008

Skills

  • Product road mapping
  • KPI tracking
  • Project planning
  • Product strategy
  • Data-driven decision making
  • Product vision and strategy
  • User story creation
  • Agile software development
  • Stakeholder communications
  • Product backlog management
  • Data analytics
  • Jira, atlassian, Miro, Mural
  • Scrum framework
  • A/B testing
  • Design thinking
  • User feedback collection
  • Responsive design approaches
  • Usability studies & User testing
  • Marketing Research

Team Champ Excellence Award

Recipient of Team Champ Excellence Award for two consecutive years for transforming business challenges into scalable system solutions and driving documentation excellence across critical domains.

Certification

Certificate in Product Management – BrainStation Comprehensive training in product lifecycle, market validation, stakeholder alignment, and agile methodologies.

Timeline

Product Manager

Air Canada
10.2022 - Current

Product Manager

AIR CANADA
06.2021 - 10.2022

Senior Product Owner

AIR CANADA
07.2019 - 06.2021

Senior Business Analyst

Solution-Tek (Partner of DXC Technology)
01.2016 - 07.2019

Senior Business Analyst

AMADEUS LABS (Global Leader in Travel Technology)
01.2015 - 08.2015

Senior Business Analyst

IBS Software - CMMI Level 5 Travel & Logistics Co
11.2010 - 12.2014

MBA - Systems & Operations

SCMS COCHIN

Bachelor of Science - Computer Engineering

ANNA UNIVERSITY

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