Head of Digital Experience

Head of Digital Experience - HK Express Join to apply for the Head of Digital Experience role at HK Express . HK Express is Hong Kong’s first and only low‑cost carrier, always offering great value, affordable fares on one of the youngest and most modern aircraft fleets in the world. Like many people across Asia, we love to travel and discover new places across the world’s most diverse and dynamic region. At HK Express, we’re opening up new travel experiences that inspire and invigorate millions of people across the region we’re proud to call home. Everything we do is focused on encouraging the spirit of adventure. Our routes provide the inspiration and spontaneity to try somewhere new, disrupting monotonous modern life. As we continue to open up new routes, often in secondary and emerging destinations, our passengers will gain access to an incredible range of places, exploring hidden gems and experiencing local cultures. We have a diverse and vibrant team that embodies the adventurous spirit of our customers, and loves to travel too. Join us in this journey to make your career even more fulfilling and rewarding. Role Purpose The Head of Digital Experience is accountable for leading the strategic design and continuous improvement of customer‑facing digital products at HK Express. This role oversees the key digital channels – web, mobile app and WeChat mini app – and ensures we provide features and optimise experience in achieving conversion. This role accounts for the development and operations of the airline’s Passenger Service System (PSS). Digital Product Accountable for the end‑to‑end digital experience strategy across the B2C digital touchpoints and drive long‑term digital product vision. Lead the continuous improvement and innovation of digital channels to ensure features and experience are optimised for conversion and customer satisfaction. Manage the day‑to‑day maintenance and ongoing development of the digital channels, namely website, mobile app and WeChat mini program. Introduce and enhance digital product features on sales, ancillary and servicing working closely with internal stakeholders. Make use of data and customer insights to drive improvement and enhancement of the digital channels. Analyse customer needs, current market trends and business value to drive delivery focus and priority. Accountable for the content management system, information architecture and content update of digital channels. Lead design of measurement metrics and develop regular reports on the different facets of the digital channels, including analysis on booking, servicing, visitor and error. Thorough understanding of customer behaviour across different digital channels to tailor experience accordingly. Lead multi‑variant testing and experimentation on digital touchpoints to collect data and enhance experience. Spearhead initiatives to integrate emerging technologies and innovative solutions to enhance digital experience. Provide thought leadership on personalisation of customer engagement and digital communications. Digital Platform Accountable for ongoing performance, operations, maintenance and enhancement for HK Express PSS. Drive and lead PSS enhancement roadmap working with various stakeholders to balance priority and resources. Accountable for the PSS budget focusing on optimising the look‑to‑book ratio and maximising return on investment. Lead enhancement roadmap of peripheral applications supporting the PSS. Project Coordination Work with internal stakeholders and external vendors to ensure timely delivery of enhancements to the digital channels. Project‑manage product team on delivery, balancing priority, resource, budget and timeline. Identify and lead digital experience‑initiated projects, from preparation of business case to final delivery. Management Manage staff and workload to ensure the team operates at maximum efficiency within deadlines. Provide effective coaching and training; recruit, develop and motivate staff. Ensure and maintain high standard of technical and presentational delivery. Cultivate vendor relationships to ensure quality of vendor product and service, and drive value out of the partnership. Qualifications Degree holder or above in Business Administration, E-Commerce, IT or related discipline. Minimum 10 years’ relevant experience with at least 5 years at managerial level. A minimum of 5 years of experience in leading a product team on B2C digital channel development and delivery. A minimum of 5 years of experience with airline Passenger Services System. Solid understanding of airline reservations and/or departure control system. Possess certification such as PMP, Agile Scrum Master, Agile Product Owner. Knowledge of HTML, content management system, mobile app development, and/or software development. Understanding of application solution design and infrastructure is highly desirable. Project management and personal time management skills, ensuring that work is produced to agreed deadlines and standards. Fluent written and spoken English, Cantonese. Mandarin is a plus. Desirable Qualities Ability to work under pressure and within tight deadlines on several projects. Excellent communication skills and experience in working with people at all levels. Energetic and enthusiasm. Self‑starter. Passionate about enhancing customer experience via using technology. Enjoys and embraces change. Your Future Work Life Fly anywhere we fly for free with your friends and family to explore the world. Hybrid working with flexibility in workplace and working hours to foster work‑life harmony. Open office to collaborate, connect and share great ideas. Energetic and multicultural teammates from up to 50 nationalities Company‑organized shuttle buses connecting the workplace with major locations in the HK Island, Kowloon and N.T. Seniority Level Executive Employment Type Full‑time Job Function Marketing and Sales Industry Airlines and Aviation Referrals increase your chances of interviewing at HK Express by 2x. #J-18808-Ljbffr