Digital Experience Manager, Operations
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: GM Digital Experience
We have set ourselves an ambition to become one of the world’s great service brands, known for great digital experiences. To help us to achieve this ambition, we are looking for an energetic individual to lead our digital operations function - building, implementing and optimising the processes, procedures and governance models to support the long term growth of our core web and mobile digital platforms and help us become scale digital operators.
As a change agent, you will champion a customer-centric approach to operational excellence, and challenge existing processes and assumptions with alternatives based on industry best practices and trends.
You will work horizontally with the Digital Experience Strategy team, Digital Experience Product Management team, Brand, Insights and Marketing (BIM), Customer Experience and Design (CED), and business unit stakeholders to continuously identify, design and implement operational improvements to achieve the company’s transformative goals. You will be creative, pragmatic and agile, balancing operational excellence with customer centricity.
Closing Date: 2022-07-05
Reports to: GM Digital Experience
We have set ourselves an ambition to become one of the world’s great service brands, known for great digital experiences. To help us to achieve this ambition, we are looking for an energetic individual to lead our digital operations function - building, implementing and optimising the processes, procedures and governance models to support the long term growth of our core web and mobile digital platforms and help us become scale digital operators.
As a change agent, you will champion a customer-centric approach to operational excellence, and challenge existing processes and assumptions with alternatives based on industry best practices and trends.
You will work horizontally with the Digital Experience Strategy team, Digital Experience Product Management team, Brand, Insights and Marketing (BIM), Customer Experience and Design (CED), and business unit stakeholders to continuously identify, design and implement operational improvements to achieve the company’s transformative goals. You will be creative, pragmatic and agile, balancing operational excellence with customer centricity.
Closing Date: 2022-07-05
Responsibilities
- Lead the design and implementation of methods, processes, and governance frameworks to drive operational excellence for our Digital Experience function
- Build and manage a team of operational experts over time, based on your assessment of the department’s current and evolving needs
- Conduct regular operational audits to identify gaps and recommend improvement opportunities
- Regularly monitor report on the performance and health of our digital assets (web and mobile), and make optimisation recommendations
- Work closely with respective marketing teams to optimise SEO capabilities of the website and mobile APPs
- Grow the mindset of experimentation and optimisation of the digital assets and plan the AB testing framework with roadmap
- Develop a framework to assess, develop and implement bypass any digital operation incidents and share with respective product team for long term fixes.
- Own and support critical digital operational processes related to core air travel, lifestyle, and cargo business lines in times of incident or disruption
- Gatekeep the quality of content on website and mobile APPs
- Evolve and implement the operating rhythm for our team to facilitate collaboration, openness, and best practice sharing
- Take the lead on creating a culture of continuous improvement and innovation
- Help manage cross functional stakeholder relationships, project plans and implementation
- Work with key stakeholders across Customer Experience Design, Customer Relationship & Retail, Brand, Insights & Marketing, and IT departments
- Build and manage a team of operational experts over time, based on your assessment of the department’s current and evolving needs
- Conduct regular operational audits to identify gaps and recommend improvement opportunities
- Regularly monitor report on the performance and health of our digital assets (web and mobile), and make optimisation recommendations
- Work closely with respective marketing teams to optimise SEO capabilities of the website and mobile APPs
- Grow the mindset of experimentation and optimisation of the digital assets and plan the AB testing framework with roadmap
- Develop a framework to assess, develop and implement bypass any digital operation incidents and share with respective product team for long term fixes.
- Own and support critical digital operational processes related to core air travel, lifestyle, and cargo business lines in times of incident or disruption
- Gatekeep the quality of content on website and mobile APPs
- Evolve and implement the operating rhythm for our team to facilitate collaboration, openness, and best practice sharing
- Take the lead on creating a culture of continuous improvement and innovation
- Help manage cross functional stakeholder relationships, project plans and implementation
- Work with key stakeholders across Customer Experience Design, Customer Relationship & Retail, Brand, Insights & Marketing, and IT departments
Requirements
- Tertiary education with 5+ years’ experience in digital experience operations and/or a related function
- Expertise in program management, process optimisation, and governance frameworks, especially for digital channels
- Acumen in digital technologies, frameworks, and development approaches for web and mobile
- Strong problem framing ability with pragmatic approach to address conflicting business priorities
- Experience in building, managing and developing highly skilled teams of specialists and generalists
- Strong commercial and vendor management experience
- Be a change agent. Sensitive to market trends and digital operation best practices, with ability to identify opportunities relevant to our business
- Energetic, persistent, independent, and creative, highly versatile and willing to take up new challenges
- Think and plan strategically and think out of the box
- Previous experience in e-commerce, loyalty, or travel lifestyle ideal
- Practical experience with agile methodology
- Experience in content management platform and data analytic tools like Adobe Analytics
- Experience in AB testing and optimisation tools
- Expertise in program management, process optimisation, and governance frameworks, especially for digital channels
- Acumen in digital technologies, frameworks, and development approaches for web and mobile
- Strong problem framing ability with pragmatic approach to address conflicting business priorities
- Experience in building, managing and developing highly skilled teams of specialists and generalists
- Strong commercial and vendor management experience
- Be a change agent. Sensitive to market trends and digital operation best practices, with ability to identify opportunities relevant to our business
- Energetic, persistent, independent, and creative, highly versatile and willing to take up new challenges
- Think and plan strategically and think out of the box
- Previous experience in e-commerce, loyalty, or travel lifestyle ideal
- Practical experience with agile methodology
- Experience in content management platform and data analytic tools like Adobe Analytics
- Experience in AB testing and optimisation tools
Salary
Negotiable
Benefits
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Validity
Expired