Manager, Business Insights

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 Overview

The Manager Business Insights (Digital & Marketing) leads the end-to-end digital analytics insights and measurement agenda across channels to improve customer experience conversion and revenue. This is a people manager role responsible for developing team capability and ensuring high-quality delivery of dashboards analysis and insight storytelling for senior stakeholders. You will define KPI frameworks and experimentation plans and partner with Digital Experience Marketing CRM/Customer Experience Technology and Data addition you will drive Customer Data Platform (CDP) strategy and adoption by enabling unified customer profiles audience segmentation and activation use cases to unlock growth.

Responsibilities

• Own the digital measurement framework across web/app/wechat and marketing journeys; maintain a single source of truth
• Lead funnel cohort and segmentation analysis to identify conversion and revenue uplift opportunities; quantify impact and recommend prioritised actions
• Partner with Product and to diagnose journey drop-offs and defects using analytics and behavioural tools
• Evaluate optimisation and sales campaign through post-analysis and experimentation readouts; capture learnings to inform product / sales roadmap
• Develop forward-looking insights to support planning budgeting and performance reviews
• Scale analytics by optimizing tagging/tracking data pipelines and BI standards; improve data quality refresh cadence and stakeholder adoption
• Oversee and set up analytics tracking and reports for HK Express using best practices
• Collaborate & understand system architecture to enable and improve data automation and reporting

• Champion customer segmentation and support personalisation strategies across channels to improve engagement conversion and lifetime value
• Identify and recover revenue leakage opportunities through triggered and automated messaging
• Design and run a test-and-learn programme (A/B multivariate) using a hypothesis-led approach
• Set up & enhance customer stitching and profile logic

• Own CDP adoption and value realisation: data integration audience segmentation and personalisation use cases that improve customer experience and commercial outcomes
• Lead CDP deployment operations and continuous improvement; prioritise the roadmap with Marketing/CRM and Technology partners
• Define data quality standards to enable accurate and timely unified customer profiles
• Enable activation and partner with teams to measure uplift and improve performance
• Manage CDP vendors and governance; monitor platform performance security and compliance requirements

• Act as a data steward for customer and digital data ensuring integrity and appropriate access controls for sensitive data
• Ensures data tools comply with operational and compliance requirements maintaining secure architecture processes and procedures.
• Define governance processes for tagging audience targeting and consent management

• People-manage and develop an insights/analytics team fostering a collaborative and inclusive team culture promoting knowledge sharing innovation and continuous learning
• Influence senior stakeholders with clear storytelling and recommendations; facilitate decision-making through concise executive updates dashboards and insight packs
• Stay updated on emerging trends tools and methodologies in digital analytics database development and data visualization. Providing training and support ensures team members are proficient in utilizing data-driven insights to drive business outcomes

Qualifications

• 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.