This role shapes, elevates, and locally executes Cathay Pacific’s Chinese Mainland customer experience across the network, ensuring that the perspectives, expectations, and cultural nuances of Chinese Mainland customers are meaningfully reflected throughout the end‑to‑end journey.

Acting as a key connector between Head Office and the local spanet, the role provides a holistic Chinese Mainland lens across two core experience pillars: Inflight (including dining and connectivity) and Ground (covering lounge, airport, membership and digital experiences).

The role plays a critical part in sharing local spanet insights with Head Office teams, executing customer experience strategy locally, and ensuring that the voice of Chinese Mainland customers is actively represented in all Chinese Mainland‑relevant experience decisions and delivery.

End‑to‑End Chinese Mainland Customer Experience Ownership

• Hold overall accountability for the end‑to‑end customer experience of Chinese Mainland passengers globally, spanning inflight and ground journeys.
• Act as the primary advocate for Chinese Mainland customers, ensuring their needs, expectations, and cultural nuances are considered in experience decisions and delivery.
• Provide clear direction and prioritisation across experience areas, supported by Account Managers who are responsible for the Inflight Dinning and Hospitality, as well as the Ground Experience domains.

 Inflight Dining & Hospitality – Chinese Mainland

• Provide strategic oversight and experience direction for inflight dining and hospitality, including dining proposition, service experience, inflight entertainment (IFE), and onboard connectivity for Chinese Mainland customers.
• Guide and support the Account Manager who is responsible for inflight dining and hospitality partners and initiatives, ensuring the experience and intent are clearly defined and delivered.
• Work with relevant stakeholders to ensure inflight offerings align with Chinese Mainland customer expectations while remaining operationally feasible.

Ground Product Experience – Chinese Mainland

• Provide experience leadership for ground products relevant to Chinese Mainland customers, including airport experience, lounge, membership and digital journeys.
• Oversee and support the Account Manager who is responsible for ground product, ensuring clarity of experience intent across airport, lounge, and digital touchpoints.
• Ensure ground experiences are designed and delivered as a seamless extension of the overall end‑to‑end journey.

Local Strategy and Execution with Customer Insights

• Translate Chinese Mainland customer experience strategy and design intent into effective local execution within the Chinese Mainland and other outports, supported by Account Managers responsible for inflight and ground portfolio.
• Work closely with local and Head Office stakeholders such as CED, ASD, ISD, BIM, DEX, CRR, DGT and regions to ensure experience direction is clearly understood, adopted, and delivered as intended.
• Monitor experience performance and implementation progress using customer feedback, insights, and frontline observations, identifying gaps and driving timely improvements.
• Consolidate and share Chinese Mainland customer insights with Head Office business units to inform experience evolution, prioritisation, and decision‑making.
• Ensure the voice of Chinese Mainland customers is consistently represented in experience discussions, reviews, and ongoing enhancements.

Others

• Any other reasonable task as requested

 E&A

• Emergency and Accident and Crisis Response responsibilities as required

Academic Qualifications

• A bachelor’s degree holder or equivalent in a related business field

Knowledge, Skills, Training and Experience

• 8+ years’ experience in aviation, hospitality, F&B, FMCG, or customer experience / product design, with strong exposure to service‑led environments.
• Proven experience leading and influencing medium to large cross‑functional teams, with accountability for customer experience outcomes.
• Demonstrated ability to lead complex initiatives from concept through delivery, balancing customer expectations, operational feasibility, and commercial considerations.
• Strong passion for and understanding of aviation, dining, hospitality, and service trends, with a creative and curious mindset.
• Ability to critically evaluate options, drive change, and make informed recommendations, with a proactive and forward‑looking approach.
• Strong stakeholder and relationship management skills, with the ability to influence across functions and levels.
• Experience using customer insights, competitor benchspaning, and spanet research to inform experience design and decision‑making.
• Good understanding of ground and airport operations, including digital touchpoints and third‑party service environments (e.g. lounges); direct airport hospitality experience is an advantage.
• Excellent written and verbal communication skills, including presentation and narrative development.
• Strong local expertise / language skills (English and Putonghua).

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and 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.