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Assistant Manager Customer Experience - Business Class Cabin

  • Commercial Services
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific

Location: Hong Kong Special Administrative Region of China 

Department: Customer Experience and Design

Report to: Customer Experience Manager – Inflight Premium Cabins

The Customer Experience Design Department plays a key role in customer retention, long-term success and profitability to the Cathay Group through the strategic development of award winning products. The Assistant Manager Customer Experience – Business Class Cabin, is responsible for managing the inflight cabin products in the Business class that passengers experience throughout their journey, and leading assigned product development projects.

Key responsibilities

  • Identify research requirement, guide the development of associated survey and study (including ergonomics research), and apply research findings to develop product requirements
  • Recommend product enhancement initiatives, prepare business case and related cost/revenue evaluation model
  • Define product requirement and ensure consistency in product specification and inflight experience
  • Prepare product design brief, select and manage industrial designer to deliver product that clearly communicates the Cathay Brand Ethos
  • Work cross functionally to review, select and manage aircraft interior suppliers, including RFP preparation, in the context of highly complex and long term projects
  • Engage with industrial designers, suppliers and internal business units on the customisation, functionality and aesthetic design of inflight cabin products (e.g. passenger seats, lavatories, cabin décor, soft product, etc)
  • Manage and monitor project progress and expenses; budget expenditure; provide regular reports to management and highlight issues which need addressing
  • Plan and coordinate internal and external product communication, in support of successful product launch
  • Maintain an integrated approach to product planning and management across multiple departments, ensuring that products developed comply with customer priorities, competitive imperatives and approved product strategy
  • Responsible for soft product/amenity kit development for business class

Requirements

  • University degree holder, preferable in Business-related or Design/Engineering-related discipline
  • 5 years’ relevant experience in aviation industry or commercial field, preferably with hands-on experience in inflight product development or cabin interior project management; with working knowledge on supply chain management and customer relationship management
  • Strong customer centric mindset with a good understanding of market research, product planning and management
  • Detailed-oriented, be aesthetically sensitive and have knowledge in colour and material
  • Numerically sensitive and commercially astute with strong problem solving and analytical skills
  • Able to work both independently and within a team with strong inter-personnel skills
  • Good PC knowledge – MS Excel, PowerPoint, Word, and Project Management Tools
  • Fluent spoken and written English
  • Proven experience in delivering premium or 5-star customer experience, some knowledge on airline customer experience, product design, airline operation, aviation supply market, aircraft maintenance practice or/and airworthiness issues
  • Willing to travel overseas

Application Deadline: 22 September 2019

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.

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