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Assistant Digital Experience Manager – Membership

Iztok Franko

Website Cathay Pacific Airways

About the job

Role Introduction

Report To: Digital Experience Manager – Web & Membership

We are looking for an energetic team player with demonstrated experience in digital product / website management to join our team and help Cathay to deliver on our ambitious goal of becoming one of the world’s great service brands, known for great digital experiences.

In this role you will be responsible for the end-to-end digital experience for the customers on our website. This includes but is not limited to website structure and information architecture, building a feature roadmap to deliver on customer and business needs, as well as omnichannel experiences that also power other digital channels such as our mobile APPs, membership management, or social media channels.

As a change agent, you will be championing a customer-centric approach to digital experience management, with a focus on our websites and membership platforms. Leveraging your passion and expertise, you will not be afraid to challenge concepts,

assumptions and positions.

Key Responsibilities

Product management

  • Work with digital strategy team to understand the overall Cathay digital experience strategy and assist the Web Manager in defining the website roadmap
  • Lead and drive the roadmap that meet the overall Cathay digital experience strategy
  • Proactively propose solutions and features that can add value to the Cathay website experience that drives engagement, revenue and customer satisfaction
  • Continuously look for opportunities to grow the product to achieve the set KPIs, via using data, research and market analysis
  • Drive the requirement collection with the different stakeholders to write user stories
  • Manage the product backlog with a list of stories with clear requirements for product vertical development team
  • Act as a key focal point between digital strategy, business, design strategy and IT to understand the business and technical impact and prioritise backlog
  • Stay current with digital trends, new web technologies and assess the competitive landscape

Product delivery

  • As the product owner, oversee the end-to-end delivery of products on Cathay’s website through Agile delivery
  • Work with cross-functional teams of developers and designers to build products with a modern tech stack
  • Verify work produced by developers to ensure it fits the overall vision and user requirements

Requirements

  • Degree holder with 5+ years of digital product management experience in a fast-paced and data-oriented environment
  • Strong e-commerce background in driving user engagement and conversion across online channels.
  • Solid experience working in an agile/scrum environment and working with technical teams to define user stories and acceptance criteria, preferably in SAFe agile or any agile methodology
  • Strong analytical skills, experience in online analytics and familiar with digital tools like Adobe Analytics or similar
  • Understanding of Search Engine Optimisation concepts
  • Understanding compliance requirement and website standards
  • Knowledge of or experience in usability, UX/UI design, design thinking approach
  • Knowledge of website development tech stacks would be preferable
  • Experience using work management platforms such Confluence & Jira
  • Experience developing test plans & processes to ensure a high-quality product is delivered
  • High degree of internet savvy, with a curiosity and enthusiasm for digital or media trend.
  • Comfort with technology, including the ability to understand key technical issues and their implications as well as to suggest alternative solutions
  • Good written and oral communication skills; at ease when dealing with management, third party agencies and partners
  • Excellent interpersonal skills including an ability to collaborate with and help motivate teams
  • Strong bias for action, including the ability to juggle multiple priorities and excel in a lean work environment.
  • An understanding of airline services and products & operation flows is preferred
  • Fluent in Cantonese, English & ideally Mandarin
  • Industry certifications such as SAFe, CSPO, or PSPO highly desirable

Personal & Application Information

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 June 2022 onwards, all Cathay employees and contractors who work in Cathay City and all other Cathay Group Company premises in Hong Kong must have received a third dose of COVID 19 vaccine. Being tested regularly for COVID-19 is not an option. Consideration will be given to those who are unable to get vaccinated for valid medical reasons.

To apply for this job please visit www.linkedin.com.

Iztok Franko

I am passionate about digital marketing and ecommerce, with more than 10 years of experience as a CMO and CIO in travel and multinational companies. I work as a strategic digital marketing and ecommerce consultant for global online travel brands. Constant learning is my main motivation, and this is why I launched Diggintravel.com, a content platform for travel digital marketers to obtain and share knowledge. If you want to learn or work with me check our Academy (learning with me) and Services (working with me) pages in the main menu of our website.