Customer Journey Manager - Disruptions

Role Introduction

Reports To: Head of Customer Journey Transformation

This position will help ensure that Cathay Pacific Group's disruption handling is a positive differentiator. The job holder will achieve this through both long term strategic actions and 'on the day' leadership of disruption handling. He / She will work with the Customer group to understand the long term strategy for customer experience during a disruption and help to translate this into Reservations and Airport operational actions. When disruptions occur, he/ she will manage and coordinate with key stakeholders on the overall recovery plan.

He / She will act as a coordination point between Integrated Operations Centre (IOC), global airport network, Customer Care (Customer Contact and Customer Support) and Mumbai Service Centre (MSC) for disruption handling and ensure that internal and external communication activities are aligned with the recovery plan and to execute proactive service recovery plan whenever possible. Being a resilient and energetic aviation expert, he/ she must have strong operational experience. Most importantly, he/ she should take a customer centric mind-set, be decisive and calm in a chaotic or crisis situation.

Key Responsibilities

• Manage the Customer Journey and Recovery team and Customer Recovery and Support team (based in the IOC), to deliver a customer centric, efficient and streamlined operational support function for all airports globally. This includes ensuring the teams to act as the voice of customers in the IOC’s operational decision making and to reduce impact of customer negative sentiment
• Develop and implement a long term disruption and recovery strategy for the Cathay Pacific Group.
• Act as the conduit between the Customer Experience Design team and the Corporate Airport Service Delivery team to ensure that the desired customer experience is brought to life through relevant policy, procedures and training.
• Author and own the disruption management components of the Airport Product and Service Delivery Manual suite.
• Accountable for the policy, procedures and operational readiness of the Airport Service Delivery department’s E&A plan
• Manage and further develop all outsourced disruption related business partners (e.g. Global Aviation Services, etc.). Proactively manage these relationships and the service offering to the Cathay Pacific Group
• On the day of disruption, evaluate and recommend recovery plan options taking into account of inventory availability and protection flight options.
• Assist in the coordination with the airport network globally on any recovery plans.
• Establish robust and clear communication channels and plans (both internally and externally) to ensure customer communications are on brand, and are aligned with the customer recovery plan and strategy
• Ensure a robust continuous improvement process is in place between all Cathay Group airports and Airport Service Delivery to systematically review all major disruptions and implement necessary improvement actions (systems and processes)
• Represent Airport Service Delivery in all necessary Group level projects and transformation activities where customer disruption and/or recovery improvement opportunities exit
• Act as the deputy for the Head of Customer Journey Transformation and Head of Airport Customer Service for disruption matters as required
• Ensure real time proactive service recovery to customers within disruption windows is executed whenever possible
  
  

Requirements

• A minimum of 10 years airport operations experience – preferably with experience in a hub operation. Overseas airport experience a benefit
• Previous team management / leadership experience strongly desirable
• Sound knowledge of ticketing, reservations and Amadeus CM DCS functionality
• Strong decision making abilities
• Possess a customer-centric mind-set
• Strong influencing and negotiating skills
• Experienced in project co-ordination and policy writing
• High level of personal resilience and personal effectiveness
• A lateral thinker – has a strong ability to manage in times of crisis
  
  

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.