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Digital Experience Manager – AI Conversation

  • DEX - Digital Experience
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline
    07 Oct 2022
Role Introduction

Reports To: Head of Digital Experience

Our ambition is to be known for great digital experience and our virtual assistance on our digital touchpoints is a key service to help our customers to have a good experience while trying to self-help their ways around our digital channels. We are now looking for enthusiastic individual to be part of this exciting team in Cathay.

You will be working closely with key servicing channels to understand customer pain point and non-digital behaviour (e.g. call centre services), looking for design and developing the conversation experience to improve customer experience and operation efficiency. You also work with digital product owners to develop transactional flow appropriate for chatbot interactions. You will be leading a team of product owners to work closely with IT to deliver the best in class virtual assistance to our customers on our website, mobile APPs and other social messaging channels purpose of the position (why the position exists)

Key Responsibilities

  • Accountable for the overall chatbot training and conversation experience
  • Identify trends or patterns in customer interactions that can be opportunities to improve customer experience and operation efficiencies
  • Define any recurring questions and enhance the dialogue flows to handle
  • Design and develop transaction flow to assist customer transactional experience with assistance from a guided chatbot flow
  • Monitor the performance of Chatbot, frequently review key metrics, reports, enhance the overall knowledge base on review of customers interactions
  • Communicate and collaborate with different stakeholders for business requirements, service insights and engage for continuous improvements
  • Monitor the performance of chatbot, continue to improve, or correct and re-train chatbot to optimize conversation experience
  • Keep abreast of relevant industry trends in the market to offer useful insights


  • Bachelor Degree in related discipline with minimum 5 to 8 years of relevant
    experiences in a fast-paced and data-oriented environment
  • Minimum 3 years of experience with chatbot, virtual assistant, NLU, AI, chatbot
  • Solid background in product management, and in Agile delivery
  • Have a growth mindset and comfortable with initiating and iterating persistently in order to achieve goals; strong in data analytics
  • Understanding compliance requirement and social messaging channel standards
  • Understanding of airline process flow, system logic is a plus
  • Knowledge of or experience in usability, UX/UI design, design thinking approach
  • High degree of internet savvy, with a curiosity and enthusiasm for digital or media
  • Comfort with technology, including the ability to understand key technical issues and their implications as well as to suggest alternative solutions
  • Good written and oral communication skills; at ease when dealing with management, third party agencies and partners
  • Strong bias for action, including the ability to juggle multiple priorities and excel in a lean  work environment
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.

Please note that with effect from 1 June 2022 onwards, all Cathay employees and contractors who work in Cathay City and all other Cathay Group Company premises in Hong Kong must have received a third dose of COVID 19 vaccine. Being tested regularly for COVID-19 is not an option. Consideration will be given to those who are unable to get vaccinated for valid medical reasons

Apply now