Assistant Manager Digital & Analytics (19-month contract)

Cathay Pacific Airways Limited; Hong Kong; On-site; HKD 420,000 - 700,000; Full time

Job summary

Cathay Pacific is seeking an Assistant Manager – Digital and Project in the Inflight Service Delivery Department in Hong Kong. The role centers on strategic research and data-driven analysis to identify issues, risks, and opportunities across cabin crew operations and service delivery, developing evidence-based recommendations.

You will collaborate with cross-functional teams to evaluate process impact, monitor customer experience indicators, and support digital initiatives aimed at improving

Qualifications

• University degree with 3–5 years of relevant work experience.
• 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.

Responsibilities

• End-to-end analytics enablement across data sources, framing, modeling, analysis, visualization, governance, and analytics promotion.
• Break down complex problems and develop actionable recommendations with root-cause analysis.
• Assess impact and forecast CX KPIs to evaluate the effectiveness of Inflight Service enhancements.
• Conduct regular and ad-hoc performance reviews on customer experience KPIs and provide insights.
• Design and produce reports to communicate findings to stakeholders.
• Identify and formulate solutions to build new digital capabilities and data assets.
• Collaborate with IT and Digital to develop analytics and visualization tools.
• Support service-related projects, providing analytics and advisory support.
• Act as a change agent embedding a change mindset and driving innovation.
• Collaborate with other business units on cross-departmental projects.

Skills

Analytical skills

Planning & organisation

Stakeholder management

Communication

Problem-solving

MS Office (Excel, PowerPoint, Word)

Data visualization tools

Cross-team collaboration

Education

University degree

Tools

Tableau

Qlik Sense

Qualtrics

Power BI

Job description

Cathay Pacific

Project Management

Inflight Service Delivery Department

Contract

Hong Kong SAR (China)

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

• Item 1 of 10, 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 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
• Item 2 of 10, 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 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
• Item 3 of 10, Assess impact and forecast customer experience–related Key Performance Indicators (e.g. customer satisfaction, complaint volume) to evaluate the effectiveness of Inflight Service enhancements Assess impact and forecast customer experience–related Key Performance Indicators (e.g. customer satisfaction, complaint volume) to evaluate the effectiveness of Inflight Service enhancements
• Item 4 of 10, Conduct regular and ad‑hoc performance reviews on customer experience Key Performance Indicators and provide insights and recommendations for continuous improvement Conduct regular and ad‑hoc performance reviews on customer experience Key Performance Indicators and provide insights and recommendations for continuous improvement
• Item 5 of 10, Design and produce reports to communicate findings effectively to stakeholders Design and produce reports to communicate findings effectively to stakeholders
• Item 6 of 10, 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 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
• Item 7 of 10, Collaborate with Information Technology and Digital to develop and implement analytics and visualisation tools that support efficient and informed decision‑making Collaborate with Information Technology and Digital to develop and implement analytics and visualisation tools that support efficient and informed decision‑making
• Item 8 of 10, Support service‑related projects and initiatives, providing analytics, insights, and advisory support Support service‑related projects and initiatives, providing analytics, insights, and advisory support
• Item 9 of 10, 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 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
• Item 10 of 10, Collaborate with other business units on cross‑departmental projects and new initiatives Collaborate with other business units on cross‑departmental projects and new initiatives

Requirements

• Item 1 of 9, University degree with 3–5 years of relevant work experience, preferably within the airline industry
• Item 2 of 9, Good understanding of Inflight Service Delivery operations Good understanding of Inflight Service Delivery operations
• Item 3 of 9, Strong analytical skills with the ability to identify underlying business needs and translate them into actionable requirements Strong analytical skills with the ability to identify underlying business needs and translate them into actionable requirements
• Item 4 of 9, Strong planning and organisational skills Strong planning and organisational skills
• Item 5 of 9, Proven ability to work independently and effectively drive discussions with stakeholders Proven ability to work independently and effectively drive discussions with stakeholders
• Item 6 of 9, Highly motivated, independent, dynamic, and innovative team player with strong interpersonal, communication, organisational, analytical, and problem‑solving skills Highly motivated, independent, dynamic, and innovative team player with strong interpersonal, communication, organisational, analytical, and problem‑solving skills
• Item 7 of 9, Able to collaborate effectively across different business streams and proactively share knowledge and insights Able to collaborate effectively across different business streams and proactively share knowledge and insights
• Item 8 of 9, Good working knowledge of data visualisation tools (e.g. Tableau, Qlik Sense, Qualtrics, Power BI) Good working knowledge of data visualisation tools (e.g. Tableau, Qlik Sense, Qualtrics, Power BI)
• Item 9 of 9, Proficient in MS Office applications, particularly Excel, PowerPoint, and Word 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.