Assistant Manager – Digital & Analytics (19-month contract)

Cathay Pacific Airways Ltd; Hong Kong Island; On-site; HKD 700,000 - 950,000; Full time

Job summary

Cathay Pacific Airways Ltd is seeking an Assistant Manager - Digital and Project within the Inflight Service Delivery Department in Hong Kong. You will conduct strategic research and deep analysis to identify issues, risks, and opportunities across cabin crew operations and Inflight Services, using data-driven insights to improve crew effectiveness, service delivery and customer experience.

Responsibilities include end-to-end analytics enablement, reporting, forecasting, and collaborating with

Qualifications

• University degree with 3–5 years of relevant work experience, preferably within the airline industry.
• 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.
• Able to collaborate across different business streams and share knowledge and insights.
• Good working knowledge of data visualisation tools (Tableau, Qlik Sense, Qualtrics, Power BI) and MS Office (Excel, PowerPoint, Word)

Responsibilities

• End-to-end analytics enablement: data acquisition, problem framing, model design, analysis and visualisation, governance.
• Derive actionable insights with Inflight Service Delivery teams to drive decisions.
• Forecast and assess impact on customer experience KPIs (e.g., satisfaction, complaints).
• Conduct regular performance reviews and provide improvement recommendations.
• Design and produce reports to communicate findings to stakeholders.
• Collaborate with Digital to build new data assets and analytics capabilities.
• Partner with IT and Digital to implement analytics tools for decision-making.
• Support service-related projects with analytics and advisory input.
• Act as a change agent embedding innovation across the department.

Skills

Data analysis

Stakeholder management

Tableau

Power BI

Qlik Sense

Qualtrics

Excel

PowerPoint

Word

Education

University degree

Tools

Tableau

Power BI

Qlik Sense

Qualtrics

Excel

PowerPoint

Word

Job description

Department:

Inflight Service Delivery Department

Role Introduction:

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.

Key Responsibilities:

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

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

Assess impact and forecast customer experience - related Key Performance Indicators (e.g. customer satisfaction, complaint volume) to evaluate the effectiveness of Inflight Service enhancements

Conduct regular and ad-hoc performance reviews on customer experience Key Performance Indicators and provide insights and recommendations for continuous improvement

Design and produce reports to communicate findings effectively to stakeholders

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

Collaborate with Information Technology and Digital to develop and implement analytics and visualisation tools that support efficient and informed decision-making

Support service-related projects and initiatives, providing analytics, insights, and advisory support

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

Collaborate with other business units on cross-departmental projects and new initiatives

Requirements:

University degree with 3-5 years of relevant work experience, preferably within the airline industry

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

Personal & Application Information:

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with ourApplicant Personal Information Collection Statementand 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.

Application Deadline:

2026.09.15

Cathay is a premium travel lifestyle brand based in Hong Kong, bringing people closer to the places and experiences that matter to them. Our purpose - to move people forward in life - begins with our own people.

Across our airlines, cargo and lifestyle businesses, it is our people who turn journeys into experiences and ambition into progress. Joining Cathay means being part of a global and inclusive community, driven by thoughtful care, progressive attitude and a can-do spirit - and supported to grow through a meaningful career that moves with you.

If you are seeking an opportunity to take flight, let your ambitions propel you higher and further. Make Your Career Move together with Cathay.

Cathay is a premium travel lifestyle brand based in Hong Kong, bringing people closer to the places and experiences that matter to them. Our purpose - to move people forward in life - begins with our own people.

Across our airlines, cargo and lifestyle businesses, it is our people who turn journeys into experiences and ambition into progress. Joining Cathay means being part of a global and inclusive community, driven by thoughtful care, progressive attitude and a can-do spirit - and supported to grow through a meaningful career that moves with you.

If you are seeking an opportunity to take flight, let your ambitions propel you higher and further. Make Your Career Move together with Cathay.