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Assistant Manager Cargo Customer Experience

  • CSD - Cargo Services Delivery
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline
    28 Sep 2023
Role Introduction

Reports To: Cargo Customer Experience Manager

The Cargo Customer Experience team formulates and implement initiatives to optimise customer experience and facilitates Cathay Pacific Cargo’s ambition to become the world’s most customer centric air cargo service brand.

The Cargo Customer Experience AM will report to Cargo Customer Experience Manager in a core team responsible for monitoring performance and orchestrating improvements across the customer journey for our Freighter Forwarders and Shippers customers.

 

Key Responsibilities

  • Identify and extract opportunities to improve customer experience and operational reliability from quantitative and qualitative customer feedback, as well as trends in key customer experience performance metric.
  • Carry out customer researches, consolidate and share key insights to drive actionable change across internal business units.
  • Communicate and collaborate with different stakeholders for business requirements, insights and engage for continuous improvements.
  • Support the development, iteration and socialization of customer journey within the Cargo organization, championing the customer voice.
  • Support the Cargo Scaled Agile team in the development of Cargo.com and Operational Control Centre services
  • Provide project management and/or implementation support to other key projects
  • Deputized for the Cargo Customer Experience Manager as required.

Delegate(s) of the role

N/A                 

     

Maintains Close Liaison With  

  • Cargo Service Development / Performance / COC 
    • Projects improving customer experience and operational reliability
  • Global Partnership / Customer Solutions / Sales
    • Customer feedback, solution development
  • Cargo Digital
    • Software development projects / Scaled agile
Requirements

Education qualifications

  • Tertiary education qualifications or above.

Experiences          

  • Minimum 4 years of relevant working experience.

Job-related knowledge

  • Strong understanding of the end to end airfreight customer journey and/or airline cargo service, products and operations flow. Previous experience in Airline Cargo / Freighter Forwarder / airfreight procurement is valuable.
  • Familiarity with Customer Experience methodology (journey mapping, experience design, insight) and Agile / Scaled Agile is valuable
  • Experience in digital / software development projects
  • Experience in air cargo service delivery related projects

Skills and language requirements

  • Fast learner.
  • Results oriented - Ability to focus on customer needs and impact.
  • Good analytical skills, comfortable working with data.
  • Strong project management.
  • Team player with strong communication & interpersonal skills, able to share effectively across different business streams.
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.

 

Apply now