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Customer Experience Manager - Experience Strategy and Design

  • Technology
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline

Department: Customer Experience and Design 

Reports to: Head of Customer Experience Strategy and Design

We are looking for a visionary personality to help drive the overall customer experience strategy for Cathay Pacific. You will help to build a new Experience and Strategy team consisting of experience strategists and service designers. Together with this team, you will be responsible for developing a holistic view of end-to-end customer journey, and engaging deeply with customers to drive the personalisation of this journey within the Cathay ecosystem. Your team will work horizontally across the Customer Experience and Design (CED) department, driving consistent, thoughtful and progressive experiences across all customer-facing touchpoints, including airport/ground, inflight, food, beverage & hospitality and digital. You will act as a key design thinking champion within the broader organisation and will collaborate closely with internal stakeholders to prototype and develop entirely new multi-channel customer experiences.

Key responsibilities:

  • Adopt a holistic approach on the experience journey to drive aligned and thoughtful end to end experience, with a horizontal perspective to design meaningful experiences by experience nature and by persona type, to improve overall customer satisfaction & willingness to pay
  • Support the CED teams on synthesis of multiple insights source e.g. reflex, qualitative research, and machine-learned analytics to drive user centric experience design across the customer journey
  • Work with research and CED teams to identify qualitative and quantitative drivers of customer satisfaction and loyalty, and drive these insights into customer experience improvements
  • Work with business units and CED teams to design a holistic shopping and loyalty experience, uncovering customer needs, pain points and translate into business opportunities for business units and wider stakeholder groups 
  • Conduct review of customer journeys to ensure consistency and alignment with overall experience strategy and principles. Guide respective experience design teams and BU to address painpoints and inconsistencies and to drive improvements
  • Lead omni channel orchestration from CED perspective to articulate specific experience proposition and service outcome design. Lead the team to design future waves of service outcomes based on analytics and insights
  • Champion Design Thinking within the larger Cathay Pacific organisation and upskill the CED team through ongoing training and project support. Explore opportunities for technology and design innovation across CED touchpoints


  • Degree holder with 8+ years of relevant experience
  • Advanced and applied customer centric design and experience strategy, with a strong background in customer research and hands-on prototyping
  • Experience in applying qualitative and quantitative insights to the design of products and services
  • Experience in developing actionable design strategies (e.g. within an organisation or through consulting)
  • Strong leadership skills, with experience building and mentoring teams, and driving larger-scale transformation within an organisation
  • Exceptional presenter and communicator, with strong visual communication skills and story telling
  • Experience teaching or coaching in design thinking is a plus

Application Deadline: 21 February 2021

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