Customer Care Manager – Innovation Lab

Join to apply for the Customer Care Manager – Innovation Lab role at Cathay Pacific Role IntroductionReports to: Global Head of Customer Contact 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 lead the Innovation Lab within the Customer Contact department, driving initiatives to enhance customer experience, optimise revenue, and deliver cost efficiencies. This role involves managing a team of innovators, collaborating with various departments, and implementing cutting‑edge solutions to improve customer interactions. Key Responsibilities Leadership and Management: Lead and manage the Innovation Lab team, including Advisors and Leads, ensuring insights are representative of the entire department Project Business Support: Oversee 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. Justify Return on Investment and support benefits realization Innovation: Drive the development 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 10-12 years of Contact Centre or Service Delivery experience in a leadership role Significant 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. Seniority level Mid‑Senior level Employment type Full‑time Job function Other Industries Airlines and Aviation Referrals increase your chances of interviewing at Cathay Pacific by 2x We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr