Reports to : Customer Care Manager - Innovation Lab

This role is part of our Customer Care department -  a contact centre hubs and satellites around the world focus on assisting our customers throughout their travel journey, to ensure they are fully supported no matter where, when or how they contact us.

In this role, you will be responsible for leading the Innovation Lab Team within the Customer Contact department, driving initiatives to enhance customer experience, optimise revenue and deliver cost efficiencies.

• Leadership and Management: Lead and manage the Innovation Lab team ensuring insights are representative of the entire department
• Project Business support: Support 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 SLA features to track AHT and productivity by hubs
• Innovation: Support the implementation of new technologies and processes, including RPA 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

• Tertiary educated with minimum 5-7years of Contact Centre or Service Delivery experience in a transformation/ product management role
• 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 CCD sites will be required

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.