Digital Experience Executive – Travel Service
At Cathay Pacific, we share one common aspiration: to be the world's best airline. We believe in looking for the best in our people, in working as a team, in doing the right thing by our shareholders and our communities.
With a global team, we offer a diverse range of career choices and opportunities - in the air, on the ground; in customer service, in the office; managerial or professional roles. Our team of great people each plays a key role to deliver the quality service that we are famous for.
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Location: Hong Kong
Role Introduction
Reports to: Digital Experience Manager – Self Service
The job holder is responsible for supporting the development and management of Cathay Pacific self-services, servicing communication and disruption management on digital channels.
Role Introduction
Reports to: Digital Experience Manager – Self Service
The job holder is responsible for supporting the development and management of Cathay Pacific self-services, servicing communication and disruption management on digital channels.
Responsibilities
communication initiatives based on the roadmaps
- Assist in designing servicing communication opportunities across digital touchpoints (including but not limited to Email, SMS, Social media channel) that improve customer experience and drive conversion
- Coordinate and collaborate with Commercial, Operation and other Customer Experience teams on new initiatives
- Responsible for end-to-end process from business requirements gathering to design, content and deployment for any servicing communications
- Analyse product and channel performance and prepare regular performance report that support continuous improvement
- Develop and execute customer communications through self-services platform to support daily operations and disruptions
- Proactively uses data, reporting and industry benchmarks to provide thoughtful analytics, actionable insights and recommendations
- Assist in designing servicing communication opportunities across digital touchpoints (including but not limited to Email, SMS, Social media channel) that improve customer experience and drive conversion
- Coordinate and collaborate with Commercial, Operation and other Customer Experience teams on new initiatives
- Responsible for end-to-end process from business requirements gathering to design, content and deployment for any servicing communications
- Analyse product and channel performance and prepare regular performance report that support continuous improvement
- Develop and execute customer communications through self-services platform to support daily operations and disruptions
- Proactively uses data, reporting and industry benchmarks to provide thoughtful analytics, actionable insights and recommendations
Requirements
- Bachelor degree in Business, Computer Science or related subjects
- Relevant working experience preferably in airlines or travel industry
- Strong e-commerce background in driving user engagement and conversion across online channels
- Able to generate insights and understand trends from data analysis
- Excellent problem solving skills - able to identify, analyze and propose solutions to various technical and business issues
- Proficient in web development skill (HTML, CSS)
- Experience in agile development preferred
- Working knowledge of a CRM, Digital Asset/Content Management platform required
- Self-‐motivated, independent, organized and proactive, highly responsive, flexible and adaptable when working across multiple product teams
- Relevant working experience preferably in airlines or travel industry
- Strong e-commerce background in driving user engagement and conversion across online channels
- Able to generate insights and understand trends from data analysis
- Excellent problem solving skills - able to identify, analyze and propose solutions to various technical and business issues
- Proficient in web development skill (HTML, CSS)
- Experience in agile development preferred
- Working knowledge of a CRM, Digital Asset/Content Management platform required
- Self-‐motivated, independent, organized and proactive, highly responsive, flexible and adaptable when working across multiple product teams
Salary
Negotiable
Benefits
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Validity
Expired