Role Introduction
Reports to: Head of Airport Customer Service
Lead the organisational change behind Project RED, Cathay’s enterprise-level programme to improve disruption handling and strengthen the experience delivered to customers when their journeys do not go to plan. Based in Hong Kong, you will provide strategic and tactical direction across eight workstreams and more than 15 change initiatives, coordinating implementation across Cathay City, Hong Kong International Airport and airports throughout the global network.
Working with the Programme Manager, Head of Airport Customer Service and stakeholders across Airport Service Delivery, Digital Experience and Cathay Academy, you will translate programme objectives into practical changes to organisational structures, skills, policies, processes, training, behaviours, systems and customer-facing digital touchpoints. This means assessing readiness, anticipating risk, building support and ensuring people understand both what is changing and how to make it work.
Your leadership will help airport teams adopt new ways of working with confidence and consistency, strengthening Cathay’s ability to care for customers during disruption and supporting its ambition to become their most loved service brand.
Key Responsibilities
- Assess organisational, regional, departmental and individual readiness for change across all eight Project RED workstreams
- Develop and coordinate activities that increase change readiness, while identifying implementation risks and executing appropriate mitigation plans.
- Map, assess and engage stakeholders across Cathay City, Hong Kong International Airport and the global airport network, securing understanding and support from airport leaders and functional teams
- Create and implement communication plans covering more than 15 change initiatives and projects across the programme
- Build and sustain a network of change champions across Airport Service Delivery, facilitating workshops and training with the network and airport leadership team
- Monitor and control change management activities, escalating key organisational changes to the programme Steering Committee to support smooth implementation
- Review and re-engineer business processes with Airport Service Delivery and other business units, incorporating the cultural and behavioural changes required by new ways of working
- Partner with Airport Service Delivery teams and Cathay Academy to embed changes in policy and training, ensuring the Training Needs Analysis covers all identified stakeholders, including airports outside Hong Kong
- Collaborate with the Day of Travel and Manage Booking Product Owners in Digital Experience to design and deliver required changes to customer experiences and digital touchpoints
- Coach and mentor Airport Operations Managers, strengthening their capability to deliver the programme’s objectives
Requirements
- You have significant experience driving structured and controlled change in global and diverse organisations
- You demonstrate the ability to build strong working relationships with stakeholders at all levels and influence senior management to support key decisions
- You bring strong leadership, coaching and engagement skills
- You have strong experience delivering business change assignments within a matrix environment
- You have significant knowledge of core change management techniques, including change impact assessments, change and business readiness assessments and planning, stakeholder analysis and management, training design, development and deployment, and communications
- You have a good understanding of lean principles and practices
- You have experience facilitating workshops, delivering presentations and managing stakeholders
- Experience in, and an understanding of, the airport operational environment of a premium airline would be a strong advantage
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.
