Role Introduction

Reports To: Digital Experience Manager – Operations
We are looking for an energetic team player with demonstrated experience in digital platforms optimization to join our team and help Cathay to deliver on our ambitious goal of becoming one of the world’s great service brands, known for great digital experiences.
The ideal candidate would be a mature self-starter, someone who not only has a strong drive but also possesses a keen interest in enhancing digital experiences. You will be responsible for defining key performance metrics that align with business objectives, developing comprehensive dashboards to visualize performance, and conducting thorough daily monitoring of digital channels. By analyzing data from websites and mobile applications to generate actionable insights, which are essential for our digital experience product teams to make informed decisions and implement strategies that aim to improve the overall customer digital experience. This role requires a blend of technical skills, analytical thinking, and a customer-centric mindset to effectively support the continuous evolution of digital platforms.
Key Responsibilities

• As the subject matter expert in digital experience performance analysis, take initiative to continuously monitor and improve digital experience.
• Support product teams in applying and integrating the right set of metrics, analytics model and visualization into day-to-day processes.
• Responsible for the implementation and enhancements to the digital performance metrics and dashboards
• Assess and track key performance indicators, identify patterns and perform trend analysis that indicate areas for improvement.
• Generate actionable analytics and insights to support product teams in interpreting findings for driving improvement plans based on customer feedback.
• Provide technical advice and business solutions to KPI reporting.
• Contribute to product development by ensuring adequate tracking and analysis for performance optimization and decision making.
• Develop and manage digital analytics/performance practice to drive the data and insight driven culture across the product team.
• Ensure quality & governance policies and processes to uphold quality and health of the digital channels.
• Participant in developing a framework to assess, develop and implement bypass any digital operation incidents and share with respective product team for long term fixes.
• Coach and groom junior team members, enhancing their skills and knowledge.
• Stay abreast of the latest technologies, concepts, and trends in digital analytics and platform tools, ensuring cutting-edge knowledge and practices.

Requirements

• Bachelor’s degree in Business, Computer Science or related subjects
• 5+ years of digital performance and analytics experience in corporate settings
• Strong analytical skills, with proven track record of identifying patterns and trends turning into clear actionable insights.
• Demonstrated experience in design and develop comprehensive user-friendly reports and dashboards with clear visualizations that accurately reflect data trends and performance metrics.
• Committed to ongoing monitoring and analysis to uncover valuable insights on a daily basis.
• Attention to detail, speed and accuracy when processing data
• Essential to have strong understanding in database concepts & data modelling, business intelligence disciplines & data management tools.
• Proven experience in performance and analytics tools such as Adobe Analytics, Google Analytics.
• Proficiency in visualisation and analytics tools such as Qlik Sense and Alteryx
• Proficient in SQL, data visualization software and Excel.
• Strong communication, problem-solving and analytical skills
• Good written and oral communication skills. Fluent in Cantonese, English & ideally Mandarin

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.