Role Introduction
Report to : Head of Planning and Business Improvement
The job holder is primarily accountable for working on strategy design, and for overseeing the global execution of our Customer Care (CCD) technological and digital initiatives, in order to push customers from agent handled voice calls to digital solutions. A key secondary accountability is associated with ensuring CCD analytics activity is undertaken, including the establishment of measures, targets and a reporting framework to drive improvements in the customer experience and to help the department reach its transformational goals, of which the digital sphere is key. A tertiary responsibility includes the maintenance and management of the digital systems in place across the Customer Care Department.
Key Responsibilities
- Oversee the management of various legacy and upcoming systems used throughout the Customer Care Department.
- Oversee the development of and management of data and analytics across the department.
- Drive project identification and execution of new technologies to assist the customer contact experience (including, but not limited to chatbots, voicebots)
- Drive project identification and execution of new technologies to improve functional action within the business unit (including, but not limited to enhancements on current systems and maximising use of new systems)
- Drive channel shift from traditional methods of contact (voice calls, emails) to digital solutions (chat bot), with the aim of having 38% of our contacts by the end of 2022 being handled by chatbot.
- Partner with IT and other key stakeholders across the company through all phases of project management (budgeting/scoping, business requirements, functional specs, design, development, status reporting, testing and launch) to ensure timely and cost-effective implementation, deployment and maintenance of people technology
- Support and coach colleagues across the Customer Care Department in building technology understanding
- Develop business cases as required
- Lead tender exercises and work with and manage technology solution vendors, system integrators and consultancies as required
- Drive integration, standardisation, automation and efficiency across all systems
- Ensure change management activity including process changes are planned and executed.
Requirements
- Degree holder plus a minimum 4 years’ IT related experience with experience in implementing technology solutions on enterprise-wide scale (from start to finish)
- Strong knowledge of the customer contact technology industry landscape, trends tools and techniques
- Strong knowledge of customer contact clouds and on-premises solutions, advantages and disadvantages of their deployment
- Experience leading the implementation of technology / systems , in a large scale organisation, with a global or multi-geography footprint
- Working knowledge of data governance and control processes
- Strong influencing & communication skills
- Strong analytical and problem-solving skills
- Strong project management 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.
