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Assistant Manager Customer Experience - Connectivity and Wireless Applications Development

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

Department: Customer Experience and Design
Reports to: Customer Experience Manager - Entertainment, Platforms and Connectivity

The Customer Experience Design Department plays a key role in customer retention, long-term success and profitability of the Cathay Group through the strategic development of award winning products. The Assistant Manager Customer Experience, Connectivity and Wireless Applications Development is responsible for managing and developing the inflight connectivity and entertainment applications that passengers experience on-board. This is a crucial time in Cathay Pacific’s product development and the successful candidate will have a center role in shaping Cathay Pacific’s connectivity and application strategy.

Key Responsibilities

  • Responsible for the overall inflight connectivity proposition as well as its associated entertainment applications
  • Lead a multi-functional project team to undertake the development, implementation and continuous improvement of the in-flight connectivity product
  • Work closely with and manage third party suppliers, both in Hong Kong and abroad, to improve the inflight connectivity service
  • Responsible for the design, development and deployment of entertainment apps and wireless In-Flight Entertainment solutions
  • Manage and deliver functional and technical requirements via interpretation of data and information
  • Translate problems and new concepts into intuitive and meaningful user experiences
  • Responsible for the personalisation of In-Flight Entertainment
  • Identify future technologies and critique them against customer design vision
  • Keep abreast of innovative concepts, technological advancements and latest products of other airlines or transportation sector and conduct study when necessary
  • On-going analytics monitoring of passenger usage
  • Identify research requirements, participate in research and insight analysis and provide actionable recommendation, by working with the Insight team
  • Actively participate in vendor selection process including RFP preparation
  • Ensure the proposition is in line with Cathay Pacific’s brand ethos and its commitment to enabling A Life Well Travelled


  • University degree holder, with strong background in software/web development or Network/telecommunication engineering
  • A minimum 5 years’ relevant industry experience
  • Experience with complex networks, In-flight Entertainment or satellite telecommunication a plus
  • Experience with HTML, object oriented architecture, CRM databases, mobile app development a plus
  • Fluent spoken and written English, fluency in Chinese would be advantageous
  • Hands-on experience in responsive layout programming / RESTful design / Mobile development is preferable
  • Strong customer centric mindset with a good understanding of market research, product planning and management
  • Commercially astute with strong problem solving and analytical skills
  • Strong interest in technology and passenger experience
  • Deep understanding of UX methodologies including user flow and customer research methodologies
  • Understanding of prototyping methodologies and practices and web accessibility standards is a plus
  • Adhere to high standards and takes pride in quality of work, with great attention to details
  • Able to work both independently and as part of larger team with strong inter-personnel skills
  • Well organized and capable of working on multiple projects simultaneously
  • Willing to travel overseas

Key Competencies

  • Analysis and Problem Solving 
  • Commercial Acumen
  • Planning and Organising 
  • Continuous Improvement and Innovation 
  • Teamwork and Building Partnerships
  • Communication and Interpersonal Effectiveness

Application deadline: 31 January 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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