ORGANIZATIONAL RELATIONSHIP:

• Reports to: Country Manager – China
• Supervises: DCX Specialist – International (if applicable)

 JOB SUMMARY:

Develops and manages the digital customer experience and associated business processes through various customer-facing digital channels, as governed the company’s objectives. Optimizes the digital experience through a user-centered design process. Identified customer pain points and designs solutions, resulting to an intuitive and persuasive user interface/experience.

PRIMARY RESPONSIBILITIES:

• Investigates the delivery, develops and manages digital experience.
• Identified pain points in the digital experience and designs, tests and implement solutions.
• Creates the design strategy and initiates user research and usability tests.
• Ensures balance between usability and persuasion, as governed by user research and business objectives.
• Manages the relationships with existing partners and third-party providers.
• Maintains the accuracy of the platforms; content and functionalities.
• Ensures that the digital services are user-friendly and intuitive through regular UATs, testing and introduction of new functionalities.
• Collaborates with Ancillary team in the optimization of ancillary revenues, and other internal teams for flight revenues.

 LEVEL OF AUTHORITY:

• External – carious tenchology providers such as Reservation system supplier, mobile provider, payment services providers for service and incident monitoring and all other third party suppliers such as creative agencies, translators, etc.
• Internal – Digital Customer Experience Managers, UI Designer, IT for functionality definitions, design and testings, Treasury, Accounting and Legal for contract reviews; Marketing teams for joint brainstorming on web strategies to increase sales, ancillary promotions and new services.

QUALIFICATIONS:

• At least a graduate of a Bachelor’s Degree preferably in Marketing, Business, Advertising or Communications, IT, Economics, Psychology.
• Masters in Technology Management or Certifications in Customer Experience, Project Management is an advantage.
• At least five (5) years of related work experience in digital marketing and customer experience.
• Airline/Travel Industry experience is an advantage.
• Willing to be based in Shanghai, China.
• Preferably a Chinese citizen.
• Must be proficient in spoken and written English and Chinese.