Assistant Manager Digital Experience – Web
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
Reports to:Digital Experience Manager – Web & Membership
We are looking for an energetic team player with demonstrated experience in digital product / website management to join our team and help Cathay to deliver on our ambitious goal of becoming one of the world’s great service brands, known for great digital experiences.
In this role you will be responsible for the end-to-end digital experience for the customers on our website. This includes but is not limited to website structure and information architecture, building a feature roadmap to deliver on customer and business needs, as well as omnichannel experiences that also power other digital channels such as our mobile APPs, membership management, or social media channels.
As a change agent, you will be championing a customer-centric approach to digital experience management, with a focus on our websites and membership platforms. Leveraging your passion and expertise, you will not be afraid to challenge concepts, assumptions and positions.
Closing Date: 2022-06-10
Reports to:Digital Experience Manager – Web & Membership
We are looking for an energetic team player with demonstrated experience in digital product / website management to join our team and help Cathay to deliver on our ambitious goal of becoming one of the world’s great service brands, known for great digital experiences.
In this role you will be responsible for the end-to-end digital experience for the customers on our website. This includes but is not limited to website structure and information architecture, building a feature roadmap to deliver on customer and business needs, as well as omnichannel experiences that also power other digital channels such as our mobile APPs, membership management, or social media channels.
As a change agent, you will be championing a customer-centric approach to digital experience management, with a focus on our websites and membership platforms. Leveraging your passion and expertise, you will not be afraid to challenge concepts, assumptions and positions.
Closing Date: 2022-06-10
Responsibilities
Product management
- Work with digital strategy team to understand the overall Cathay digital experience strategy and assist the Web Manager in defining the website roadmap
- Lead and drive the roadmap that meet the overall Cathay digital experience strategy
- Proactively propose solutions and features that can add value to the Cathay website experience that drives engagement, revenue and customer satisfaction
- Continuously look for opportunities to grow the product to achieve the set KPIs, via using data, research and market analysis
- Drive the requirement collection with the different stakeholders to write user stories
- Manage the product backlog with a list of stories with clear requirements for product vertical development team
- Act as a key focal point between digital strategy, business, design strategy and IT to understand the business and technical impact and prioritise backlog
- Stay current with digital trends, new web technologies and assess the competitive landscape
Product delivery
- As the product owner, oversee the end-to-end delivery of products on Cathay’s website through Agile delivery
- Work with cross-functional teams of developers and designers to build products with a modern tech stack
- Verify work produced by developers to ensure it fits the overall vision and user requirements
- Develop measure of success of work delivered
- Work with digital strategy team to understand the overall Cathay digital experience strategy and assist the Web Manager in defining the website roadmap
- Lead and drive the roadmap that meet the overall Cathay digital experience strategy
- Proactively propose solutions and features that can add value to the Cathay website experience that drives engagement, revenue and customer satisfaction
- Continuously look for opportunities to grow the product to achieve the set KPIs, via using data, research and market analysis
- Drive the requirement collection with the different stakeholders to write user stories
- Manage the product backlog with a list of stories with clear requirements for product vertical development team
- Act as a key focal point between digital strategy, business, design strategy and IT to understand the business and technical impact and prioritise backlog
- Stay current with digital trends, new web technologies and assess the competitive landscape
Product delivery
- As the product owner, oversee the end-to-end delivery of products on Cathay’s website through Agile delivery
- Work with cross-functional teams of developers and designers to build products with a modern tech stack
- Verify work produced by developers to ensure it fits the overall vision and user requirements
- Develop measure of success of work delivered
Requirements
- Degree holder with 5+ years of digital product management experience in a fast-paced and data-oriented environment
- Strong e-commerce background in driving user engagement and conversion across online channels
- Solid experience working in an agile/scrum environment and working with technical teams to define user stories and acceptance criteria, preferably in SAFe agile or any agile methodology
- Strong analytical skills, experience in online analytics and familiar with digital tools like Adobe Analytics or similar
- Understanding of Search Engine Optimisation concepts
- Understanding compliance requirement and website standards
- Knowledge of or experience in usability, UX/UI design, design thinking approach
- Knowledge of website development tech stacks would be preferable
- Experience using work management platforms such Confluence & Jira
- Experience developing test plans & processes to ensure a high-quality product is delivered
- High degree of internet savvy, with a curiosity and enthusiasm for digital or media trend
- Comfort with technology, including the ability to understand key technical issues and their implications as well as to suggest alternative solutions
- Good written and oral communication skills; at ease when dealing with management, third party agencies and partners
- Excellent interpersonal skills including an ability to collaborate with and help motivate teams
- Strong bias for action, including the ability to juggle multiple priorities and excel in a lean work environment
- An understanding of airline services and products & operation flows is preferred
- Fluent in Cantonese, English & ideally Mandarin
- Industry certifications such as SAFe, CSPO, or PSPO highly desirable
- Strong e-commerce background in driving user engagement and conversion across online channels
- Solid experience working in an agile/scrum environment and working with technical teams to define user stories and acceptance criteria, preferably in SAFe agile or any agile methodology
- Strong analytical skills, experience in online analytics and familiar with digital tools like Adobe Analytics or similar
- Understanding of Search Engine Optimisation concepts
- Understanding compliance requirement and website standards
- Knowledge of or experience in usability, UX/UI design, design thinking approach
- Knowledge of website development tech stacks would be preferable
- Experience using work management platforms such Confluence & Jira
- Experience developing test plans & processes to ensure a high-quality product is delivered
- High degree of internet savvy, with a curiosity and enthusiasm for digital or media trend
- Comfort with technology, including the ability to understand key technical issues and their implications as well as to suggest alternative solutions
- Good written and oral communication skills; at ease when dealing with management, third party agencies and partners
- Excellent interpersonal skills including an ability to collaborate with and help motivate teams
- Strong bias for action, including the ability to juggle multiple priorities and excel in a lean work environment
- An understanding of airline services and products & operation flows is preferred
- Fluent in Cantonese, English & ideally Mandarin
- Industry certifications such as SAFe, CSPO, or PSPO highly desirable
Salary
Negotiable
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