Head of 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.

Overview

The Head of Customer Experience is accountable for leading the strategic design and continuous improvement of the end-to-end customer journey at HK Express. This role encompasses the management of both the Customer Care and Customer Experience teams to ensure seamless resolution of customer inquiries and operational effectiveness. The Head of Customer Experience will champion customer-centric principles advocate for the customers needs and drive initiatives that enhance customer satisfaction.

Role Purpose

• Provide thought leadership on HK Express end-to-end customer journey strategy across all touch points not limiting to digital ground inflight and post-flight.
• Champion customer-centric principles and advocating for the customers needs and preferences throughout the organization.
• Act as the voice of the customer within the organization ensuring that customer feedback is incorporated into product and service development.
• Understand the importance of Customer Experience within the business plan and develop opportunities to deliver continual improvements.
• Programme manage overall customer experience improvement roadmap.
• Lead and deliver service improvements to improve the customer experience across the business units by championing change and removing disconnects between silos as a critical enabler of success.
• Mobilize senior stakeholders & staff to support and deliver proposed improvements via the appropriate channels and processes.
• Make use both quantitative and qualitative analytics to identify areas of improvements.
• Champion known customer lifecycle management to foster repeat purchase and drive greater basket value.
• Spearhead initiatives to integrate emerging technologies and innovative solutions to enhance customer experience and operational efficiency.
• Drive improvement plans such as training programs to enhance the skills and knowledge of customer-facing staff ensuring they are equipped to deliver exceptional customer service..
• Lead Customer Care with the department manager; from handling customer issues to building successful relationships with customer.
• Oversee Customer Care operations balancing between cost operational efficiency and customer satisfaction.
• Lead and drive Next Gen Contact Centre leveraging technologies without jeopardizing customer experience.
• Ensure smooth handshake between Customer Experience and Customer Care for escalated cases; and
• Support ad-hoc duties as assigned

Qualifications

• Minimum 10 years experience in the related area customer service and analysis of customer data;
• Minimum 5 years team supervisory experience;
• Excellent verbal & written English Cantonese & Mandarin;
• Proven ability to lead and drive strategic initiatives that enhance customer experience and operational efficiency.
• Experience with making use of design thinking and persona concept on product/process improvements;
• Deep understanding of customer needs motivations and behaviors with a strong commitment to delivering exceptional customer experiences.
• Strong background in customer re-engagement and retention strategies e.g. Call center loyalty programs;
• Experience of one or more enterprise level CRM e.g. Salesforce. Sitecore Fusion is essential;
• Experience in integrating emerging technologies and innovative solutions to enhance customer engagement and satisfaction;
• A business focus and with the ability to contribute to the overall quality of business development (particularly in helping to extract opportunities across different service delivery teams);
• Broad experience and a proven track record of making the most of CRM/data lead strategies to improve customer retention and drive positive customer NPS;
• Strong analytical and problem-solving skills with the ability to leverage data and insights to drive continuous improvement.
• Prior experience with chatbot or AI technologies highly preferable

Desirable Qualities

• Customer oriented proactive and willing to take challenge;
• Empathetic; and ability to adapt/respond to different types of characters;
• Exceptional interpersonal customer service problem-solving verbal and written communication and conflict resolution skills
• Understanding the needs motivations and emotions of customers
• Excellent communication negotiation and presentation skills; good teamwork player with good team spirit;
• Ability to multi-task prioritize and manage time effectively; remain calm under pressure especially during peak hours or intense situations.
• Highly motivated ;High energy and results driven;
• PMP highly preferred
• Willingness to travel

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.