Assistant Manager Customer Experience

Assistant Manager Customer Experience - Inflight Connectivity Join to apply for the Assistant Manager Customer Experience - Inflight Connectivity role at Cathay Pacific Reports to: Customer Experience Manager – Inflight Connectivity The Customer Experience Design Department plays a key role in customer retention, long-term success and profitability of the Cathay Group through the strategic development of award‑winning experiences. We aim to create consistent experiences across the customer journey that achieve our brand aspirations that our customers truly value and are willing to pay for. As one team we deliver experiences that position Cathay Pacific as one of the world’s greatest service brands. As the Assistant Manager Customer Experience – Inflight Connectivity, you are mainly responsible for inflight connectivity (IFC), inflight portal and associated UX/UI design. You have to ensure that the Cathay group has the optimal inflight connectivity experience. You are also responsible for executing projects and delivering the defined experience. Key Responsibilities Responsible for the design, development and deployment of inflight connectivity solutions (hardware, software and network). Act as main focal point for IFC development with our suppliers and coordinate with internal stakeholders such as Information Technology (IT), Digital Experience (DEX), Brands, Insights and Marketing Communications (BIM), Engineering (ENG), Inflight Service Delivery (ISD) to ensure seamless connectivity experience. Responsible to specify and recommend IFC hardware products for both retrofit and new aircraft; Support IFC solution and on‑board technology sourcing activities and supplier negotiation. Expected to represent and protect Cathay’s interest at supplier facility on a regular basis; Usual connectivity service monitoring, investigation on connectivity service interruption, purchase order and budget management. On‑time and on budget delivery of IFC projects. Support annual budget preparation. Monitor and ensure inflight connectivity is functioning properly for all operating aircraft. Work with IFC vendors to identify and resolve issues in the case if problem/ issue arises. Be the main focal for data analysis for Wi‑fi system performance. Responsible for IFC UX/UI design. Manage and deliver functional and technical requirements. Validate and adapt experience through software development and project implementations. Support Manager on developing Wi‑fi product strategies and provide support on integration of connectivity system with other aircraft systems. Management of Wi‑Fi products to ensure optimal customer experience with optimised data usage. Adjust Wi‑Fi systems whitelists, tariffs and traffic shaping to optimise the customer experience and remove undervalued data usage. Responsible for the incorporation of all Department of Transportation access requirements on all IFEC platforms - compliance validation; Keep abreast of innovative concept, technological advancement and latest product of other airlines or transportation sector. And conduct study when necessary. Identify research requirements, participate in research and insight analysis and provide actionable recommendation, by working with the Insights team. Identify opportunities to enhance the end‑to‑end journey of the customer. Requirements Bachelor’s Degree in a related discipline. At least 5 years of experience in the airline industry, having experience in customer experience and connectivity is a plus. Good analytical skills. Strong interest in technology and passenger experience, as well as strong business acumen. Knowledge of satellite communication and software development cycle is a plus. Proven track record in managing large and complex projects and expertise in supplier management. Proficient in UX/UI design is a plus. Ability to lead multi‑disciplinary teams and have an independent mind‑set. Ability to travel and represent Cathay interest at supplier’s facility. Be aesthetically sensitive. 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 #J-18808-Ljbffr