Head of Digital 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.

Role Purpose

The Head of Digital Experience is accountable for leading the strategic design and continuous improvement on customer facing digital products at HK Express. This role oversees the key digital channels namely web mobile app and wechat mini app and ensure we provide features and optimize experience in achieving conversion. This role accounts for the development and operations of the airlines Passenger Service System (PSS).

Digital Product

• Accountable for the end-to-end digital experience strategy across the B2C digital touchpoints and drive long term digital product vision.
• Lead the continuous improvement and innovation of digital channels to ensure features and experience are optimized for conversion and customer satisfaction.
• Manage the day-to-day maintenance and ongoing development of the digital channels namely website mobile app and WeChat mini program.
• Introduce and enhance digital product feature on sales ancillary servicing working closely with internal stakeholders.
• Make use of data customer insights to drive improvement and enhancement of the digital channels.
• Analyze customer needs current market trends and business value to drive delivery focus and priority.
• Accountable for the content management system information architecture and content update of digital channels.
• Lead design of measurement metrics and develop regular reports on the different facets of the digital channels including analysis on booking servicing visitor and error.
• Thorough understanding of customer behaviour across different digital channels to tailor experience accordingly.
• Lead multi variant testing and experimentation on digital touchpoints to collect data and enhance experience.
• Spearhead initiatives to integrate emerging technologies and innovative solutions to enhance digital experience.
• Provide thought leadership on personalisation on customer engagement and digital communications.

Digital Platform

• Accountable for ongoing performance operations maintenance and enhancement for HK Express PSS
• Drive and lead PSS enhancement roadmap working with various stakeholders to balance priority and resource
• Accountable for the PSS budget focusing on optimizing the look-to-book ratio and maximizing return on investment
• Lead enhancement roadmap of peripheral applications supporting the PSS

Project co-ordination

• Working with the internal stakeholders and external vendors to ensure timely delivery of enhancements to the digital channels
• Project manage product team on delivery balancing priority resource budget and timeline
• Identify and lead digital experience initiated projects from preparation of business case to final delivery

Management

• Manage staff and workload to ensure that team operates at maximum efficiency within deadlines
• Provide effective coaching and training. Recruit develop and motivate staff
• Ensure and maintain high standard of technical and presentational delivery
• Cultivate vendor relationship to ensure quality of vendor product and service; and drive value out of the partnership

Qualifications

• Degree holder or above in Business Administration E-Commerce IT or related discipline
• Minimum 10 years relevant experiences with at least 5 years at managerial level
• A minimum of 5 years of experience in leading a product team on B2C digital channel development and delivery
• A minimum of 5 years of experience with airline Passenger Services system
• Solid understanding of airline reservations and/or departure control system
• Possess certification such as PMP agile scrum master agile product owner
• Knowledge of HTML content management system mobile app development and/or software development.
• Understanding of application solution design and infrastructure is highly desirable
• Project management and personal time management skills ensuring that work is produced to agreed deadlines and standards
• Fluent written and spoken English Cantonese. Mandarin is a plus.

Desirable Qualities

• Ability to work under pressure and within tight deadlines on several projects
• Excellent communication skills and experience in working with people at all levels
• Energetic and enthusiasm
• Self-starter
• Passionate enhancing customer experience via using technology
• Enjoys and embraces change

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.