Assistant Manager Customer Experience - Service Design

Role Introduction

Reports to: Customer Experience Manager – Strategy and Design

The role is part of a global team in our Customer Experience & Design (CED) department who aim to refine, invest and improve in the areas that we know matter most to our customers, that reflects our Move Beyond promise: one that is consistent and reliable.

As the Assistant Manager Customer Experience – Service Design, you will champion the end-to-end customer journey, leveraging data-driven insights and service design methodologies to deliver innovative, human-centred experiences across all stages of the customer travel experience. You will play a pivotal role in journey management—mapping, monitoring, and continuously improving the customer journey to ensure seamless, consistent, and differentiated experiences. Working within the Customer Experience Design (CED) team, you will collaborate cross-functionally to shape and implement strategies that elevate Cathay Pacific’s brand and deliver measurable improvements in customer satisfaction, loyalty, and business outcomes. You will also help embed a customer-centric culture and agile ways of working, supporting the transformation of our service proposition for the future.

Key Responsibilities

• Support the application of service design methodologies to map, manage, and improve end-to-end customer journeys, ensuring alignment with business strategy and customer needs
• Contribute to the development and maintenance of journey maps, service blueprints, and experience frameworks for use by cross-functional teams
• Support the development of research and design briefs for individual customer touch-points, ensuring solutions are tailored to specific needs and aligned with the overall customer experience strategy
• Monitor journey performance using data-driven insights and journey-based KPIs, helping to identify pain points, opportunities, and priorities for improvement
• Support the evaluation of customer experience initiatives to ensure efficiency and deliver the right return on investment, including through effective use of journey management
• Work collaboratively with stakeholders across Customer Experience Design (CED), Digital, Operations, loyalty, and Commercial teams to support seamless, integrated experiences and journey-based initiatives
• Promote a culture of customer-centricity and continuous improvement by sharing knowledge and supporting capability-building activities within teams
• Research and share best practices from leading airlines and adjacent industries, with a focus on digital transformation, personalisation, and measurable business impact
• Assist in the measurement and reporting of customer experience outcomes, linking service design and journey management activities to improvements in satisfaction, loyalty, and business results
• Help design and facilitate workshops and co-creation sessions to align stakeholders and support continuous improvement

Requirements

• Bachelor’s Degree in Design, Business, or a related field
• Minimum 3–5 years’ experience in service design, customer experience, or journey management roles, ideally within the airline, travel, or hospitality sectors
• Proven expertise in applying service design methodologies (e.g., journey mapping, service blueprinting, user research)
• Strong analytical skills, with experience using data and journey-based KPIs to drive decision-making and demonstrate impact
• Excellent facilitation, communication, and stakeholder management skills, with the ability to influence and build capability across functions
• Proficiency in design, collaboration, and analytics tools (e.g., Miro, Mural, Figma, Qualtrics, Qlik Sense), with experience supporting the use or adoption of journey management platforms. Familiarity with AI-powered tools and prompt engineering for research, analysis, or ideation is an advantage
• Demonstrated ability to lead cross-functional projects in a fast-paced, agile environment
• Passion for customer-centricity, continuous improvement

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.