Role Introduction
Reports to: Head of Digital Product/Principal Digital Product Manager
At Cathay Pacific, we're committed to becoming one of the world's greatest service brands. We're seeking an experienced Digital Product Manager to lead our Day of Travel digital product portfolio, encompassing all digital touchpoints from online check-in through to destination, including our mobile & web apps, digital boarding passes, baggage tracking systems, and real-time flight notifications.
In this critical role, you'll spearhead product initiatives that transform the experience for our passengers while driving operational efficiency. Your mission will be to create seamless, stress-free travel experiences that differentiate Cathay Pacific in the market and strengthen customer loyalty.
You'll lead a cross-functional team focused on optimizing the entire day-of-travel journey, from check-in and security to boarding and arrival. Your domain will include digital check-in solutions, baggage tracking systems, boarding processes, and real-time communication platforms. Your goal will be to create intuitive, reliable solutions that enhance the travel experience while improving operational metrics.
As the product visionary, you'll work with the Airport Service Delivery teams and Product Leadership to develop strategies that position Cathay Pacific at the forefront of travel innovation. You'll define and execute a roadmap that balances passenger experience improvements with operational efficiency gains, incorporating emerging technologies and industry best practices.
A key focus will be leveraging real-time data and analytics to drive operational excellence and personalization. You'll establish comprehensive monitoring systems and feedback loops to optimize service delivery and response times. Your goal will be to use data insights to enable personalized passenger communications and service recovery.
Your role will involve continuous discovery and validation of passenger pain points to create initiatives that meaningfully improve the day-of-travel experience.
Collaboration will be essential as you work with airport teams, service delivery, customer experience design, customer service, and technology partners. You'll need to balance multiple stakeholder needs while maintaining focus on passenger experience and operational efficiency.
As the owner of the day-of-travel product portfolio, you'll set and track KPIs across customer satisfaction, operational efficiency, and digital adoption metrics. Your analytical skills will be crucial in identifying opportunities for service improvement and process optimization.
The ideal candidate will bring significant product management experience in aviation, airports, or complex operational environments. You should have a proven track record of delivering digital solutions that enhance both customer experience and operational efficiency.
This role offers a unique opportunity to shape the future of air travel experiences at a major global airline. You'll be at the forefront of innovation, implementing solutions that impact millions of passengers annually while driving operational excellence. If you're passionate about transforming the customer experience, have a strong operational mindset, and are ready to make a significant impact in a dynamic, global business, we want to hear from you. Join us in redefining the day-of-travel experience with Cathay Pacific.
Key Responsibilities
- Identify strategic opportunities to enhance the day-of-travel experience by engaging with airport operations, customer service teams, and senior stakeholders
- Develop comprehensive strategies for digital transformation of airport touchpoints, considering competitive landscape and emerging technologies
- Lead the development of a compelling product vision for the future of airport experiences
- Align day-of-travel initiatives with broader airline objectives and communicate vision across the organization
- Lead systematic assessment of passenger pain points and operational inefficiencies throughout the travel journey
- Design and conduct user testing for new digital solutions across airport touchpoints
- Utilize real-time operational data and passenger feedback to evaluate feature effectiveness
- Develop validation plans that balance passenger experience with operational constraints
- Lead market research to identify industry best practices and innovation opportunities in airport technology
- Define functionality for digital solutions across the day-of-travel experience
- Set clear, measurable goals for operational efficiency and passenger satisfaction improvements
- Identify and mitigate potential operational risks and dependencies
- Define and track KPIs across passenger satisfaction, operational efficiency, and digital adoption
- Build strong relationships with airport authorities, airport teams, and other stakeholder groups.
- Create compelling narratives around passenger experience improvements and operational benefits
- Drive product discovery focused on emerging airport technologies and passenger needs
- Ensure quality and reliability of operational metrics and passenger feedback
- Foster data-driven culture across airport operations and service teams
- Create and execute strategic roadmaps for the day-of-travel product portfolio
- Ensure alignment between digital solutions and operational capabilities
- Provide regular updates to executive leadership on portfolio performance
- Hold accountability for passenger satisfaction metrics and operational KPIs
- Monitor performance against industry benchmarks and competitors
Requirements
- Bachelor's degree in business, Computer Science, Engineering, or a related field with minimum 10 years of relevant experience
- Proven track record managing digital products in complex operational and stakeholder environments
- Experience leading products with real-time data and multiple user touchpoints
- Strong understanding of mobile app development and real-time notification systems
- Experience with large-scale customer-facing digital products and operations
- Proven ability to work with complex technical systems and integrations
- Extensive experience in agile product development and delivery
- Strong background in product discovery and validation methodologies
- Strong analytical skills with experience in operational metrics and KPIs
- Ability to derive insights from complex operational data
- Track record of data-driven decision making and prioritization
- Experience with A/B testing and feature experimentation
- Track record of improving customer satisfaction through digital solutions
- Understanding of accessibility standards and compliance requirements
- Strong communication skills and executive presence
- Track record of successful cross-functional collaboration
- Ability to balance competing priorities and stakeholder needs
- Strong bias for action and results orientation
- Natural curiosity for emerging technologies and digital trends
- Strong organizational and prioritization skills
- Track record of innovative product solutions
- Experience translating business strategy into product roadmaps
- Understanding of digital transformation and change management
- Track record of successful product launches and rollouts
- Strong risk management and mitigation skills
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
