Customer Care Specialist – Conversational AI

Role Introduction

Report to : Assistant Manager Customer Care – Conversational AI

This role is part of our Customer Care department -  a contact centre hubs and satellites around the world focus on assisting our customers throughout their travel journey, to ensure they are fully supported no matter where, when or how they contact us.

As a Customer Care Executive – Conversational AI, you will play a crucial role in transforming our B2C Virtual Assistant strategy through deep data analysis, technical innovation, and the development of sophisticated analytical frameworks. You will be a key technical contributor within the CCD Conversational AI Team, responsible for hands-on data exploration, automating analytical processes, and uncovering actionable insights to optimize chatbot performance and its impact on broader Customer Care Division (CCD) objectives. This role requires a strong data science and analytical foundation, a proactive problem-solving approach, and the ability to assist in elevating the team's technical capabilities to drive efficiency and insight generation.

Key Responsibilities

• Deep Dive Data Analysis & Insight Generation: Conduct comprehensive analysis of large-scale datasets related to user interactions, chatbot performance metrics (beyond simple containment), and the chatbot's influence on key CCD KPIs (e.g., AHT, CSAT, FCR, Escalation Drivers). Employ statistical analysis, and data mining techniques to identify trends, friction points, and optimization opportunities
• Automation & Analytics Framework Development: Design, develop, and implement robust, scalable, and automated data pipelines, analytical scripts (primarily using Python), and reusable frameworks to enhance the efficiency and depth of our analytical capabilities
• Technical Capability Enhancement Support: Collaborate with the Assistant Manager to support the technical upskilling of the team, including sharing knowledge and best practices in data analysis, Python programming, and the use of advanced analytical tools
• Actionable Recommendations & Optimization: Translate complex analytical findings into clear, actionable insights and strategic recommendations for the Conversational AI Assistant Manager and delivery teams to improve conversation flows, intent accuracy, and overall user experience
• Proactive Data Exploration & Solution Prototyping: Independently explore diverse data sources to uncover unmet needs or novel opportunities for improvement. Develop prototypes for new analytical approaches or tools to address business challenges
• Data-Driven Reporting & Narrative Support: Contribute to the development of compelling data-backed reports and presentations that clearly articulate the chatbot's performance and its strategic impact on CCD goals
• Cross-Functional Collaboration: Work closely with the Conversational AI Assistant Manager, delivery teams, and other stakeholders to understand analytical requirements, communicate findings, and ensure data-driven decision-making
• Continuous Learning & Innovation: Stay abreast of the latest advancements in data science, machine learning (including LLMs), analytics best practices, and relevant technologies, actively seeking ways to apply them to enhance the team's effectiveness
• Perform other tasks as required by the Assistant Manager Customer Care – Conversational AI or CCD Digital and Analytics Manager

Requirements

Essential:

• University Degree in a quantitative or technical field (e.g., Data Science, Statistics, Computer Science, Engineering, Mathematics, Economics, Business Analytics)
• Minimum 2-3 years of hands-on experience in a data-intensive role such as Data Analyst, Data Scientist, or Business Intelligence Analyst, with a strong focus on practical application of analytical techniques
• Strong proficiency in Python for data analysis, including libraries such as Pandas, PolaRs, NumPy, PySpark and familiarity with data visualization libraries (e.g., Matplotlib, Seaborn, Plotly)
• Proficiency in SQL for data extraction and manipulation
• Demonstrable experience in building automated analytical solutions, scripts, or data workflows
• Excellent analytical, critical thinking, and problem-solving skills, with a meticulous attention to detail and the ability to work with complex datasets
• Proven ability to derive actionable insights from data and communicate them effectively to both technical and non-technical audiences
• Strong logical reasoning and the ability to present findings in a clear and structured manner
• High learning agility with a proactive, "get-it-done" mindset; keen to explore data, experiment with new techniques, and drive improvements

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.