Customer Experience Manager – Inflight Premium Cabins

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Website Cathay Pacific Airways Limited

This position will be an expert in cabin product design and will be able to work on some of the most exciting projects in the industry. He/she will need to have a natural appreciation and sense of premium quality.

The Customer Experience and Design Department is looking for a talented and experienced individual to lead the development of Cathay Pacific and Cathay Dragon premium Cabins. He/she will play a key role in customer retention and the long-term success of the Cathay Group through the strategic development of award winning products.

Key responsibilities

  • Design First and Business Class seats, Cabin and soft products
  • Responsible for supplier and product recommendations
  • Define all premium cabins requirements and prepare business case and related revenue evaluation model
  • Use extensive insights and passenger research as part of the design process and though each product’s life
  • Identify research activities and apply research findings to develop product requirement
  • Guide the development of ergonomics studies
  • Manage product developments and other customer proposition improvement initiatives
  • Develop and update short and long term premium cabin strategies
  • Establish Maintenance Standards in collaboration with the Engineering department
  • Drive key stakeholders to deliver an outstanding premium experience on time and within budget
  • Responsible for premium cabins design briefs, selection and management of industrial designers

Requirements

  • A Bachelor Degree in Design or Engineering and minimum of 10 years of experience in designing cabin interiors in an airline or with a supplier
  • Product Design Expert with outstanding track record
  • Experience designing and delivering premium products and passenger propositions
  • Deep understanding of aircraft seating design and certification processes
  • Customer Centric Mind-set
  • Product knowledge and complete industry/market awareness
  • Ability to lead multi-disciplinary teams
  • Ability to travel and represent Cathay Pacific’s interests at supplier’s facility
  • Independent mind-set, innovative, curious and strategic thinker
  • Expertise in managing suppliers
  • Good analytical skills with research insights.
  • Fluent spoken and written English
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