Head of Customer Experience

Fleet Management Limited; Hong Kong; On-site; HKD 1,200,000 - 2,000,000; Full time

Job summary

Fleet Management Limited seeks a vision-driven Head of Customer Experience to steer the PARIS maritime software strategy across 600+ ships and 25,000+ seafarers. You will lead a Product team, UI/UX designers, and Customer Training, translating user feedback into tangible product improvements and value for global operations.

Reporting to the CTO, you will align technology with maritime needs, shape enterprise UX roadmaps, and drive data-driven decisions while guiding comprehensive change

Qualifications

• 10+ years of progressive customer experience leadership across global operations.
• Proven track record building enterprise-scale customer-centric organisations.
• Experience with enterprise product roadmaps and agile development.

Responsibilities

• Strategic leadership of the Customer Experience function across global operations.
• Partner with C-suite and senior leadership to identify transformational opportunities for PARIS.
• Oversee end-to-end delivery and validation of PARIS capabilities; drive UX and product excellence.
• Lead change management and ensure measurable business transformation.

Skills

Customer Experience Leadership

Enterprise Product Management

UX/UI Design Leadership

Executive Communication

Change Management

Mentoring & People Development

Education

Bachelor's or Master's in relevant field

MBA or related certification

Tools

Lean Six Sigma

Agile methodologies

QA Automation

Job description

Our 30-year journey rides on the passion of over 27,000 seafarers and 1,000 onshore professionals. Today, we are one of the largest independent third-party ship management companies managing over 650+ diverse types of vessels.

Headquartered in Hong Kong SAR, China, we operate on a global scale having 27 offices in 12 countries. Our client base spans over 100 world-class ship owners, including Fortune 500 companies from China, Greece, India, Japan, Korea, Netherlands, Norway, Turkey and the USA, among others.

In a shore career at FLEET, you will be working with a team of a highly passionate, self-driven and committed group of people. We aim to be a place where you can achieve your full potential, regardless of your background. We are looking for individuals who are ambitious about making a strong contribution to FLEET’s short and long-term sustainable growth – whether you are dealing directly with clients or working in a role supporting the business, such as technology, legal or communications.

Job Position Summary

At Fleet Management, we’re not just managing ships; we’re revolutionising maritime operations through cutting-edge technology. As Head of Customer Experience, you’ll be at the helm of our user experience strategy, ensuring our in-house IT product ecosystem, PARIS, delivers unparalleled value to our maritime operations running globally.

You’ll lead a talented crew of Product team members (including Business Analysts and QA Engineers), UI/UX Designers, and Customer Support/Training, transforming user feedback into actionable insights that drive the evolution of PARIS.

Your mission: to make PARIS the gold standard for maritime software in ship management enhancing the daily operations of our 600+ ships and 25,000+ seafarers.

Reporting directly to the CTO, you’ll collaborate with C-level and other senior leadership to align our technology with the unique demands of the maritime industry. This is your opportunity to shape the future of maritime technology and leave a lasting impact on an industry in the midst of digital transformation.

Key Roles and Responsibilities

As the Head of Customer Experience, your typical day will include:

Chart the Course : Strategic leadership of the Customer Experience function

• Architect a comprehensive customer experience strategy that transforms user insights into actionable improvements, leveraging advanced analytics and user research to identify breakthrough opportunities that will revolutionise how PARIS serves maritime operations
• Champion a user-obsessed culture where intuitive design and seamless accessibility drive every product decision, ensuring PARIS becomes the gold standard for maritime software user experience
• Lead and scale a high-performing, cross-functional organisation encompassing Product Teams (Business Analysts, QA Engineers), UI/UX Designers, and Customer Training specialists—fostering innovation while delivering practical, market-leading solutions
• Define and track meaningful success metrics including Net Promoter Score, user adoption velocity, and feature utilisation rates, establishing PARIS as the benchmark for excellence in maritime technology

Navigate Stakeholder Waters : Engagement & Influence

• Partner strategically with C-suite executives and senior leadership to identify transformational opportunities where PARIS can deliver unprecedented value to both shore-based operations and seafaring teams
• Transform complex user data and behavioural insights into compelling strategic narratives that drive organisational change and secure executive buy-in for ambitious customer experience initiatives
• Build influential cross-departmental alliances spanning IT and Fleet operations, embedding customer-centricity into every PARIS touchpoint and business process
• Monitor competitive landscape and emerging maritime technology trends to identify strategic opportunities for PARIS to maintain its competitive advantage

All Hands on Deck : Technical Leadership & Delivery

• Lead process mapping initiatives using frameworks such as Lean or Six Sigma to systematically analyse current workflows, identify bottlenecks and uncover high-impact opportunities for operational effectiveness improvements that directly enhance user productivity and satisfaction
• Oversee end-to-end development and deployment of PARIS capabilities that delight users, ensuring every interface, workflow and interaction delivers exceptional value to diverse user communities from maritime professionals to shore-based operators. Prepared to roll sleeves up and get involved if needed
• Orchestrate comprehensive user validation processes including usability testing, feedback integration and iterative refinement cycles that transform PARIS into an indispensable tool users actively champion
• Balance visionary strategic thinking with tactical execution excellence, personally engaging in critical technical decisions and challenging conventional approaches to drive breakthrough innovation
• Lead transformational change management initiatives including comprehensive process reengineering and organisational readiness programs, ensuring PARIS implementations deliver measurable business transformation rather than simple system upgrades

Relationship

INTERNAL:

• Product Team covering Business Analysts, UI/UX Designers and QA Engineers (based in HK & India)
• Development Teams (based in HK & India); Ops & Support (based in HK & India)
• Internal Stakeholders – including up to C-level / Board level directors (Global)

EXTERNAL:

• Interaction with vendors/third parties

Job Experience, Functional Knowledge and Qualifications

ESSENTIAL:

• 10+ years of progressive customer experience leadership experience, with 5+ years leading large-scale, multi-disciplinary teams across regional/global operations covering Product Management, User Experience (UX) Design and Customer Success functions
• Proven track record of developing and scaling enterprise-level customer-centric organisations from foundational product development through to advanced customer experience implementations with demonstrable business impact on satisfaction, retention and product adoption across multiple markets or business units
• Deep technical foundation across the customer experience spectrum:
• Product Management - hands-on experience with enterprise product roadmaps, feature prioritisation, process mapping and agile development methodologies at scale
• User Experience Leadership - practical experience in UX/UI design principles, user research and usability testing across diverse user bases and markets
• Quality Assurance - understanding of enterprise QA processes, automated testing methodologies, and product quality standards across complex product suites
• Customer Training & Support - strategic knowledge of developing change management to enable smooth customer onboarding and distributed support operations
• Strategic leadership capabilities with experience in mentoring and people development across geographically distributed team members
• Demonstrable evidence in setting enterprise product vision and translating complex customer requirements into scalable technical solutions
• Executive communication skills - ability to present customer insights and product recommendations to C-level stakeholders across multiple business units and influence strategic product direction at an enterprise level

DESIRABLE:

• Bachelors or Masters degree in Product Management, User Experience Design, Computer Science, Business Administration (MBA) or related discipline with focus on enterprise-scale customer-centric product development
• Global transformation experience - track record of leading large-scale customer experience initiatives across multiple regions or business units in technology companies undergoing significant product evolution or digital transformation
• Technical certifications in Enterprise Product Management (e.g., Certified Scrum Product Owner, SAFe Product Owner), Advanced UX Design or Lean Six Sigma at enterprise scale
• Enterprise software, SaaS, or complex internal IT product experience with understanding of multi-tenant, scalable technical product complexities and diverse enterprise customer needs across different markets
• Emerging technologies experience - practical experience implementing innovative customer experience solutions including AI-powered support, advanced personalisation, or predictive analytics in large-scale production environments serving a large user base
• Analysis & Problem Solving
• Customer Focus
• Planning & Organising
• Initiative
• AccountabilityIndustry & Business Acumen
• Setting Direction & Planning
• Including and Empowering the Team
• Developing Organisational and Team Capability
• Driving High Performance

Fleet Management Limited is committed to diversity, equity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local laws.