Role Introduction
The Assistant Manager – Digital and Project sits under the Inflight Services Delivery Department, mainly responsible for conducting strategic research and in-depth analysis to identify key issues, risks, and opportunities across cabin crew operations and Inflight Services. You will be responsible for applying data driven insights, operational knowledge, and structured problem solving to develop well supported recommendations that enhance crew effectiveness, service delivery, and overall customer experience.
Working closely with cross functional stakeholders, you will also be responsible for evaluating the impact of processes, and service initiatives on both operational performance and customer outcomes, including assessing trends, forecasting implications, and translating complex analysis into clear, actionable insights to support informed decision making. Through continuous monitoring of operational and customer experience indicators, the role contributes to the improvement of Inflight Services by driving evidence based enhancements, supporting service related initiatives, and ensuring that strategic recommendations are aligned with business priorities, crew wellbeing, and service excellence objectives.
Key Responsibilities
- Responsible for end‑to‑end analytics enablement, covering new data and data source acquisition, business problem framing, data model design, analysis and visualisation, data maintenance and governance, and analytics promotion within and beyond the Inflight Services domain. Work closely with Inflight Service Delivery teams to derive actionable insights
- Break down complex problems, evaluate information, draw logical conclusions, and develop actionable recommendations. Identify root causes and generate insights to support business decisions and drive operational improvement
- Assess impact and forecast customer experience–related Key Performance Indicators (e.g. customer satisfaction, complaint volume) to evaluate the effectiveness of Inflight Service enhancements
- Conduct regular and ad‑hoc performance reviews on customer experience Key Performance Indicators and provide insights and recommendations for continuous improvement
- Design and produce reports to communicate findings effectively to stakeholders
- Identify and formulate solutions to build new digital capabilities and data assets that enable business improvements. Partner with Digital teams to explore and introduce new technologies into existing processes, with a focus on operational efficiency, productivity, and service excellence
- Collaborate with Information Technology and Digital to develop and implement analytics and visualisation tools that support efficient and informed decision‑making
- Support service‑related projects and initiatives, providing analytics, insights, and advisory support
- Act as a change agent for Inflight Service Delivery by embedding a change mindset across the department and driving innovation and continuous improvement initiatives from identification through to implementation
- Collaborate with other business units on cross‑departmental projects and new initiatives
Requirements
- University graduate
- 3–5 years of relevant work experience, preferably within the airline industry
- Good understanding of Inflight Service Delivery operations
- Strong analytical skills with the ability to identify underlying business needs and translate them into actionable requirements
- Strong planning and organisational skills
- Proven ability to work independently and effectively drive discussions with stakeholders
- Highly motivated, independent, dynamic, and innovative team player with strong interpersonal, communication, organisational, analytical, and problem‑solving skills
- Able to collaborate effectively across different business streams and proactively share knowledge and insights
- Good working knowledge of data visualisation tools (e.g. Tableau, Qlik Sense, Qualtrics, Power BI)
- Proficient in MS Office applications, particularly Excel, PowerPoint, and Word
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
