Assistant Manager Airport Digital Enablement

Reports to: Airport Digital Enablement & Travel Services Manager

This role will support the Airport Digital Enablement & Travel Services Manager in the ongoing design and delivery of the ASD Digital Enablement roadmap – including all airport automation products and services as well as new innovations at Cathay Pacific airports globally.

The core purpose of the role is to work with all stakeholders (corporate departments and all airports globally across the Cathay Pacific network) to deliver business improvement initiatives that are sustainable, cost effective and digitally based (and that deliver operational efficiency, cost reduction and/or an improved customer experience).

• Support the ongoing development and delivery of the Airport Service Delivery Digital Customer Experience roadmap
• Act as a core project member of the Airports Digital Enablement project team – working with all stakeholders to deliver the ASD roadmap. In particular, act as the primary liaison between ASD and:
  • Airport Operations Managers at all outports to ensure painpoints and opportunities are continually identified, sized and added to the roadmap on an ongoing basis
  • Customer Experience and Design (CED) to ensure all roadmap initiatives are hospitality based and aligned with the overall CED Customer
• Act as a core project member of the ASD Digital & Analytics team in relation to the implementation of technology and automation at airports globally. This includes, but not limited to: CUSS, self service bag tagging, self service bag drop, self boarding gates and biometric solutions. This also includes a functional reporting line into the Head of Airport Customer Service and working with the Regional Heads of Airports and Airport Operations Manager to undertake pre-assessments, commercial feasibility modelling and implementation
• Act as the airport operational Subject Matter Expert (SME) for IT, Digital (DGT) and other key stakeholders to ensure all solutions meet the needs of the frontline airport teams and the customer.
• Help coordinate all key project milestones and deliverables to ensure implementations are on track
• Work with Cathay Academy (CXA) as/when required to ensure any training components of the projects are scoped, planned and
• Act as a change agent for the ASD Digital & Analytics team as well as the ASD Customer Services team and the greater department as a whole. In doing so, ensure a change mind-set is embedded across the department and that all airports understand and adopt a continuous (digital) improvement mind-set
• Assist with all business process re-engineering activities and work with local airports to ensure the technology and solutions drive process and behavioural change
• Act as a change agent for the ASD Digital & Analytics team as well as the ASD  Customer Services team and the greater department as a whole. In doing so, ensure a change mind-set is embedded across the department and that all airports understand and adopt a continuous (digital) improvement mind-set

• Customer centric mind-set
• Strong airport operational background – preferably at a supervisory level or above
• Experience in general customer service delivery
• Innovative mind-set; can think outside the box and see how digital solutions can be harnessed.
• Good project management
• Good analytical
• Strong financial
• Embraces a change management
• Solid communication and relationship management skills

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.