Specialist, Customer Experience

HK Express is Hong Kongs first and only low-cost carrier always offering great value affordable fares on one of the youngest and most modern aircraft fleets in the world.

Like you and just like many people across Asia we love to travel and discover new places across the worlds most diverse and dynamic region; and at HK Express were opening up new travel experiences that inspire and invigorate millions of people across the region were proud to call home. Everything we do is focused on encouraging the spirit of adventure. Our routes provide the inspiration and spontaneity to try somewhere new disrupting monotonous modern life. As we continue to open up new routes often in secondary and emerging destinations our passengers will gain access to an incredible range of places exploring hidden gems and experiencing local cultures.

We have a diverse and vibrant team that embodies the adventurous spirit of our customers and loves to travel too. Join us in this journey to make your career even more fulfilling and rewarding.

Job Summary

The Specialist Customer Experience supports the Customer Experience (CEX) team in driving data-led customer engagement and end-to-end customer journey management. Reporting to the Manager Customer Experience this role contributes to CEX platform by mapping customer journeys identifying pain points and implementing initiatives that enhance customer satisfaction loyalty and emotional engagement across all customer and member touchpoints from pre-booking to post-flight from acquisition to retention and the re-engagement of inactive customers.

In addition the role is responsible for planning and executing CRM campaigns and new projects performing customer analysis and developing targeted communications to enhance customer engagement retention and revenue contribution.
This role works closely with cross-functional teams to ensure CEX & CRM initiatives align with overall customer experience strategy.

Key Responsibilities

• Map document and continuously update end-to-end customer and member journeys across ground inflight and digital touchpoints by consolidating inputs and highlighting actionable opportunities to enhance the overall CEX.
• Collect consolidate and analyze quantitative (e.g. cNPS) and qualitative (e.g. customer feedback complaints) data to identify trends pain points access the risk level and urgency and liaise with service owners to ascertain threats and opportunities across the journey.
• Translate findings into actionable insights through driving a continuous enhancement engine by initiating enhancement actions coordinating enhancement timelines aligning cross-functional stakeholders and tracking deliverables to uplift cNPS and brand advocacy
• Coordinate and support the execution of CEX major programs and transformation projects by tracking timelines preparing materials following up on action items and ensuring effective implementation across key touchpoints.
• Execute CRM campaign management and structure design in collaboration with technical and insight teams by building and analyzing target segments configuring campaigns through data pipelines validating logic ensuring privacy sensitivity accuracy and integrity in campaign setup and deployment.
• Support the development and optimization of data-led CRM strategies by refining segmentation frameworks conducting A/B testing on messaging and content aligning campaigns with journey stages.
• Own end-to-end campaign journey & operation by preparing campaign briefs aligning with Commercial teams and external agencies coordinating cross-functional stakeholders and monitoring performance to ensure seamless delivery
• Monitor track and evaluate both CRM campaign and overall CEX performance compiling reports analyzing results against KPIs and generating insight-driven recommendations to improve engagement conversion and customer satisfaction.
• Track analyze and report key CEX and campaign metrics proactively identifying trends and gaps while monitoring customer feedback channels and escalating recurring issues or pain points for timely resolution.
• Execute customer education and brand advocacy initiatives through targeted communication campaigns and coordinate the rollout of training SOPs frameworks motivational initiatives and the Experience Star Program to empower frontline teams and reinforce consistent CEX delivery.
• Manage vendors and partnerships for customer experience initiatives including end-to-end planning and execution of events and collaborations design production and delivery of brand-aligned outputs premium products/materials and seamless onsite execution incl. non-office hours through coordination with stakeholders and authorities.
• Support customer experience related projects.

Qualifications

• Bachelors degree in - Business Marketing Data Analytics or related disciplines
• 4/ years of relevant experience in customer experience CRM digital marketing or customer engagement roles
• Strong understanding of CRM digital and customer experience trends with hands-on experience in customer service enhancement initiatives (e.g. AI applications personalization recommendation engines).
• Solid background in customer engagement and retention strategies including CRM strategy loyalty programs and lifecycle management.
• Proficient in customer segmentation campaign management performance analysis and reporting with strong analytical skills and data-driven mindset.
• Strong understanding of customer behavior personalization strategies and engagement tactics.
• Logical Detail-oriented and execution-focused with strong project management multitasking and stakeholder coordination skills.
• Familiar with Customer Experience Measurement Tools and technologies (e.g. Qualtrics) and CRM / marketing platforms (e.g. MS Dynamics Salesforce Adobe Campaign HubSpot).
• Exposure to marketing automation tools and digital communication platforms (e.g. email/SMS systems).
• Proficient in written and spoken English and Chinese.
• Agile flexible and capable of handling ad hoc assignments and non-office hour work when required.

Your Future Work Life

• Fly anywhere we fly for free with your friends and family to explore the world
• Hybrid working with flexibility in workplace and working hours to foster work-life harmony
• Open office to collaborate connect and share great ideas
• Energetic and multicultural teammates from up to 50 nationalities!
• Company-organized shuttle buses connecting the workplace with major locations in the HK Island Kowloon and N.T.