Role Introduction

Reports to: Head of Dining & Hospitality

The role is part of a global team in our Customer Experience & Design (CED) department who aim to refine, invest and improve in the areas that we know matter most to our customers, that reflects our Move Beyond promise: one that is consistent and reliable.

This is a key leadership role responsible for the design of our Inflight Dining & Hospitality proposition – with accountability for development of the holistic inflight experience strategy, product and service design and dining proposition across all cabins.  In this role, you will have responsibility for our portfolio of dining partnerships and a brand and communications function to ensure that we maximise ‘substance and story’ and are able to firmly cement ‘Dining as a Killer Differentiator’ for the airline.

Key Responsibilities

Strategy, Partnerships & Communications

Focus on enhancing the overall inflight experience by aligning it with the brand's positioning and ambitions, creating unique Elevated Signatures to increase customer value and market shareLead the development and management of dining partnerships from concept to delivery, utilizing market and customer insights to identify and integrate relevant new trends and opportunities into the inflight experienceImplement a comprehensive internal and external communications strategy that maximizes brand impact, coordinating closely with Brand and Marketing teams to develop supporting assets and materials, while using customer feedback to identify areas for improvement and implement necessary changes

 

Inflight Experience Design

 

Lead cross-functional teams to design and implement inflight service experiences that balance customer satisfaction, commercial success, and operational efficiency, working closely with internal stakeholders, Cabin Crew, and the Culinary Centre of ExcellenceDevelop a variety of onboard products such as dining equipment, amenities, and children's kits while supporting the design of galley and cabin layouts to enhance the inflight experience. Adopt a "Design to Deliver" approach aimed at improving quality and consistency to positively impact customer satisfaction and reduce detractorsCreate and refine supporting documentation and training materials, collaborating with operational teams to ensure excellence in service delivery and alignment with the overall inflight experience strategy

Culinary Design

Maintain ownership of the Dining Philosophy and Brand Guidelines, using them as a guiding framework to ensure a globally consistent and aligned dining experience across all service areasCollaborate with the Culinary Centre of Excellence to define and implement a structured approach to menu design, rotational plans, and process support, catering to both Hong Kong and international outportsLead a team of chefs in the creation of innovative dishes and culinary concepts that embody the Dining Philosophy, and manage the global suite of menus to ensure they consistently reflect the established dining standards and guidelinesRequirements
10+ years experience in either the F&B or hospitality industry, including airlines FMCG or product/customer experience design agenciesExperience in leading and managing teams medium/large cross-functional teamsExperience in leading large, complex projects from concept definition to delivery essential with demonstrated responsibility for managing customer, operational and commercial outcomesA keen passion and understanding of food and service trends. Creative and curious.Demonstrated ability to critically analyse alternatives, be a change catalyst, and recommend a course of action and show initiative in always anticipating the next stepPrevious brand, marketing and communications experience highly desirableStrong stakeholders and projection management and highly skilled to positively influence changes.Strong written and spoken communication skills including presentation writing.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. 

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