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Head of Journey Experience & Design

Apply now Job no: 496852
Work type: Full time
Location: Hong Kong
Department: Customer & Brand

HK Express is Hong Kong’s first and only low-cost carrier, always offering great value, affordable fares on one of the youngest and most modern aircraft fleets in the world.

Like you, and just like many people across Asia, we love to travel and discover new places across the world’s most diverse and dynamic region; and at HK Express, we’re opening up new travel experiences that inspire and invigorate millions of people across the region we’re proud to call home.  Everything we do is focused on encouraging the spirit of adventure. Our routes provide the inspiration and spontaneity to try somewhere new, disrupting monotonous modern life. As we continue to open up new routes, often in secondary and emerging destinations, our passengers will gain access to an incredible range of places, exploring hidden gems and experiencing local cultures.

We have a diverse and vibrant team that embodies the adventurous spirit of our customers, and loves to travel too. Join us in this journey to make your career even more fulfilling and rewarding.

Role Purpose

  • Understand the importance of Customer Experience within the business plan and develop those opportunities to deliver continual improvements;
  • Continuously create and map the ideal customer journey by leveraging on personas concept;
  • Own the Company's NPS & CSAT and known customer targets;
  • Evaluate the customer preference and identify opportunities to enhance customer relationship;
  • Drive the adaption of ideal customer journey into our existing functionality with design thinking;
  • Lead and deliver service improvements to improve the customer experience across the business units by championing change and removing disconnects between silos as a critical enabler of success;
  • Mobilize senior stakeholders & staff to support and deliver proposed improvements via the appropriate channels and processes;
  • Bringing the voice of the Customer into everything we do with analytics, data, insights by continuous monitoring of the consistency of delivery and using customer feedback to drive continuous improvement;
  • Deliver change initiatives identified internally or from external good practice to support these opportunities; Bring in market best practices from highly regarded service providers in and outside our industry and deliver enhanced customer experience at all customer touchpoints;
  • Deliver high levels of staff engagement and employee experiences that connect with the customer experience;
  • Work with internal technology and digital teams in defining the mechanisms to work with external agencies; make sure internal key stakeholders are familiar with any related systems and processed in enhancing customer experience;
  • Drive and clarify on the economics of experience and being clear of our customer experiences are optimized; neither over-or under-engineered;
  • Lead Customer Happiness with the department manager; from handling customer issues to building successful relationships with Customer; and
  • Support ad-hoc duties as assigned.


The Ideal Candidate

  • Minimum 10 years experience in the related area, customer service and analysis of customer data;
  • Minimum 2 years team supervisory experience;
  • Significant knowledge of the HK (regional market a plus) to include consumer psychographics, market nuances and trends;
  • Excellent verbal & written English, Cantonese & Mandarin;
  • Extensive experience of direct and digital marketing ideally in a similar industry;
  • Strong background in customer re-engagement and retention strategies e.g. Call centre, loyalty programs;
  • Experience of one or more enterprise level CRM e.g. Salesforce. Boxever, Fusion is essential;
  • A requirement to be technically literate and familiar with customer engagement technologies;
  • A business focus and with the ability to contribute to the overall quality of business development (particularly in helping to extract opportunities across different service delivery teams);
  • Broad experience and a proven track record of making the most of CRM/data lead strategies to improve customer retention;
  • Excellent analytical skills with experience of creating reports and dealing with large volumes of data; and
  • Exposure of content management systems (CMS), automated digital marketing, email/SMS platforms.

Please note that with effect from 1 June 2022 onwards, all HK Express employees and contractors who work in our premises in Hong Kong must have received a third dose of COVID 19 vaccine.  Being tested regularly for COVID-19 is not an option. Consideration will be given to those who are unable to get vaccinated for valid medical reasons.


Your Future Work Life

  • Fly anywhere we fly for free with your friends and family to explore the world
  • Hybrid working with flexibility in workplace and working hours to foster work-life harmony
  • Open office to collaborate, connect and share great ideas
  • Energetic and multicultural teammates from up to 50 nationalities!
  • Company-organized shuttle buses connecting the workplace with major locations in the HK Island, Kowloon and N.T. 


Apply now to make YOUR MOVE!

Advertised: Hong Kong Standard Time
Applications close:

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