Reports to: Digital and Analytics Manager

You will be an integral member of the B2C Conversational AI Agile Team, focused on enhancing customer experiences through innovative virtual assistants.

You will drive the development of our B2C Virtual Assistant by analyzing, prioritizing, defining, designing, and building conversation flows. Your responsibilities include collaborating with Product Management, Developers, and Data Analysts to ensure seamless communication across various platforms. You will embrace new technologies to improve our digital solutions and support our strategy to transition from traditional contact methods to digital channels.

In this role, you will gain experience in a fast-paced environment, where your contributions will directly impact our customer engagement strategies and help establish digital channels as the preferred contact method by 2025.

Key Responsibilities

• Be a key driver in the B2C cross-departmental Conversational AI Agile Team (at both the Programme level and Team level) and act as the voice of the customer to bring to the table elements to drive the design and implementation of intelligent and intuitive conversational flow and enhancement features
• Be insight-led and curiosity-driven while designing innovative, user-focused conversational flows & interfaces for our various Voice & Chat bots including multi-modal user experiences
• Design end-to-end conversational interactions, also anticipating what could go wrong, and how to address these issues
• Write multimodal conversations to adapt to each channel (WhatsApp, WeChat, LiveChat, Facebook, Phone)
• Drive solutions from design workshop to production, from conception to prototype to production-level experience
• Plan and lead workshops, design reviews, and other types of meetings to align and communicate information to various parties as well as Senior Management
• Develop mock-ups, flows and all other creative proto-typing related items
• When needed, design and lead different types of testing (A/B, focus groups, usability testing, QA), synthesize results, and iterate based on results to ensure customer-centric and highly usable products
• Work directly with developers, integrators, architects, QA and Customer Care Agents to build and iterate on your designs
• Create conversation flows and strategies based on user feedback, research, and transcript analysis from our conversations between our customers and our Virtual Assistants as well as our customers and our Customer Care Agents

Requirements

• Minimum of four years of experience in chatbot development, focusing on customer service delivery or conversation design
• Undergraduate degree in cognitive science, linguistics, or a related field
• Familiarity with agile methodologies, preferably in product management roles
• Proficient in backlog management tools like JIRA or similar
• Strong understanding of user experience design principles and practices
• Experience leading or participating in digital projects
• Excellent presentation skills for diverse audiences
• Passionate about enhancing customer experiences and engagement
• Fluent in English and Chinese (Cantonese or Mandarin) with strong communication skills
• Creative, autonomous, with strong analytical and problem-solving abilities, including knowledge of virtual assistant training and quality assurance practices

Deadline: 03 APR 2025

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.