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Head of Customer Experience - Strategy and E2E Experience

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:General Manager Customer Experience and Design
We are looking for a visionary personality to help drive Cathay Pacific's Customer Experience strategy and lead the design of our end to end experience in air travel to meet our ambition as one of the greatest service brands in the world. As our Experience Strategist, you will play a key role to articulate the End-to-end Experience strategy. You will be the champion of our Design to Deliver process, applying Human Centered Design and use Experience Design Principles to bring the Move Beyond brand to life.
You will be leading the design of our travel services (aka the digital concierge) portfolio, and work closely with our key partners in Service Delivery teams and the Digital Experience team to build the best blend of human-digital experience to create thoughtful, personalised and easy experience that become our differentiating core strength.
You will lead the Lounge product team, managing the product life cycle investment of our flagship offering, and continue to manage the design and renovation of our award winning suite of lounges to keep up its reputation as a brand differentiator of Cathay Pacific.
Your team will work horizontally with the overall Customer Experience and Design (CED) department, the Digital Experience team, the Service Delivery teams and other key stakeholders to ensure that our customer experience meets the company’s transformative goals.
Responsibilities
- Develop Cathay Pacific’s customer experience strategy and oversee the end to end customer journey for Air Travel.
- Lead and continue to evolve our Design to Deliver processes and Experience Principles. Guide the Customer Experience Design teams in applying our Experience Design principles to deliver easy, thoughtful and personalised experience to our customer end to end journey.
- Lead the design of our digital concierge proposition for thoughtful and seamless interactions to drive satisfaction and loyalty through our self-service suite of services.
- Leads the holistic design of physical-digital experience across the air travel journey, and works with the Digital Experience to align and optimise design to delivery.
- Oversee the Lounge Product strategy and the design to deliver approach of our flagship Lounge proposition as a “Differentiator” for Air Travel.
- Work with key stakeholders across Service Delivery teams, Digital Experience, Brand, Insights & Marketing, IT and DGT departments, to achieve best results following the Design to Deliver process.
- Initiate, develop and implement effective people strategies for staff development and retention.
Requirements
- Tertiary education with 10+ years management experience in customer experience industry.
- 7+ years' experience in Experience Strategy and Human-centered experience design. Preferably with service design background and track record on leading strategic design projects with thoughtful blend of physical and digital experience.
- Strong brand mindset with a methodological approach to bring the brand to life through thoughtful craft of the customer experience.
- Demonstrated capability to distil quantitative and qualitative insights and build a methodological approach to drive design with insights.
- Expertise on Digital Experience is a big plus.
- Proven experience in managing and working with complex frameworks, with strong stakeholder management skillsets.
- Strategic thinking and passionate towards driving innovation. Be a change agent.
- Energetic, persistent, independent and creative, highly versatile and willing to take up new challenges
Salary
Negotiable
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