Posted on 2021-09-27
Cathay Pacific Airways Ltd

Digital Experience Executive - Self Service

Cathay Pacific Airways Ltd

Reports to: Digital Experience Manager – Self Service
Department: Customer Experience and Design

The job holder is responsible for supporting the development and management of Cathay Pacific self-services, servicing communication and disruption management on digital channels.

Key Responsibilities

  • Work with design team and technical team to deliver and manage self-service features on websites based on the roadmaps
  • Assist in designing new servicing communication opportunities across digital touchpoints that improve customer experience and drive conversion
  • Coordinate and collaborate with Commercial, Operation and other Customer Experience teams on new initiatives
  • Responsible for end-to-end process from business requirements gathering to design, content and deployment for any servicing communications
  • Analyse product and channel performance and prepare regular performance report that support continuous improvement
  • Provide ad-hoc support to the team in coordinating customer communications through self-services channels during disruptions
  • Proactively uses data, reporting and industry benchmarks to provide thoughtful analytics, actionable insights and recommendations


  • Bachelor degree in Business, Computer Science or related subjects with minimum 3 years of relevant experiences
  • Strong e-commerce background in driving user engagement and conversion across online channels
  • Able to generate insights and understand trends from data analysis
  • Excellent problem solving skills - able to identify, analyze and propose solutions to various technical and business issues
  • Experience in agile development preferred
  • Knowledge of or experience in usability, UX/UI design
  • Some knowledge of Digital Asset/Content Management tools, HTML and Photoshop would be advantageous
  • Self-‐motivated, independent, organized and proactive, highly responsive, flexible and adaptable when working across multiple product teams.

Application deadline: 08 October 2021

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

Please note that with effect from 1 December 2021, all employees must be vaccinated in order to access Cathay City and all other Cathay Group Company premises in Hong Kong. Consideration will be given to those who are unable to get vaccinated for valid medical reasons.

More job information
Job Function
  • Lantau
Employment Term
  • Permanent
  • Full-time
  • 3 years - 8 years
Career Level
  • Non-management level
  • Degree
Require to Travel
  • No travel
  • 5-day week
  • Dental plan
  • Insurance plan
  • Medical plan
  • Work from home