Customer Care Lead – Innovation Lab
Role Introduction
Reports to : Customer Care Manager - Innovation Lab
Cathay Customer Contact Centers are poised for a significant transformation as we accelerate our agenda to become “one of the world’s greatest service brand”, with significant investment being made on technology, innovation, people and organisational
development.
In this role, you will be responsible for leading the Innovation Lab Team within the Customer Contact department, driving initiatives to enhance customer experience, optimise revenue and deliver cost efficiencies.
Key Responsibilities
- Leadership and Management: Lead and manage the Innovation Lab team ensuring insights are representative of the entire department
- Project Business support: Support the development and implementation of innovative projects, such as Conversational IVR/ Voice Bots, Integrated Agent desktop, Voice Biometrics etc
- Customer Experience Improvement: Propose and implement new ideas to improve customer experience, such as reducing idle time and enhancing call flow designs
- Collaboration: Work closely with the Genesys team and other departments to ensure seamless integration of new solutions
- Performance Monitoring: Monitor agent productivity and customer satisfaction, using tools like Service Level Agreement features to track Average Handle Time and productivity by hubs
- Innovation: Support the implementation of new technologies and processes, including Robotic Process Automation and AI initiatives, to streamline operations and reduce manpower requirements. Support the development of voice bots using customer intent
- Drafting User Requirements: Collaborate with stakeholders to gather and draft detailed user requirements for new systems and processes, ensuring they meet business needs and enhance customer experience
- Experience Design: Design and implement user experiences that are intuitive and effective, leveraging feedback and data to continuously improve
- Reporting: Provide regular updates on project status, performance metrics, and innovation outcomes to senior management
Requirements
- Tertiary educated with minimum 5-7years of Contact Centre or Service Delivery experience in a transformation/ product management role
- Exposure on the business side on some of the technologies like Conversational IVR, AI, Salesforce, Genesys etc
- Excellent communication and interpersonal skills with strong product management skills
- Good strategic agility and strong influencing skills
- Rigorous analytical and problem solving skills
- Driver of change and collaborative in approach
- Self-motivated and confident leader
- Good communication and interpersonal skills with excellent command of written and spoken English
- International travel to Customer Care Department sites will be required
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.
