Responsible and accountable for all the customer experience related learning programmes for Cathay Pacific’s 15,000-strong frontline employees working at inflight, airports, contact centers, customer relations and cargo services. Leads 50 training professionals to formulate learning and development programmes to strengthen the customer experience capabilities of our service delivery teams across the globe Works as a trusted business partner with senior leaders in customer experience and service delivery departments to devise learning and development plans for Cathay Pacific’s customer-centric and service excellence strategy

Directed the overall operation and financial performance of all six Cathay Pacific lounges with over 2.8M annual visitation at the Hong Kong International Airport Led a 200-strong customer service team dedicated to serving the VIP and premium customers in the lounges and airportChampioned digital innovations in premium service delivery e.g. contactless ordering, instant customer feedback collections, digital service observation form, automated check-inCollaborated with external and internal stakeholders on improving the customer experience at the lounges, which include F&B proposition, hospitality standards, training, process enhancement, maintenance and renovationImplemented operational improvements including on-site audits, workflow re-design, service training and customer surveys

Head the Personsalisation team and Conversion team to deliver a best-in-class digital customer experience from acquisition to conversion leveraging on data, insights, content and technologies across all digital channels of Cathay Pacific Airlines Group including the flagship sites, travel retail platform, the mobile applications.Owner and champion of the digital customer experience toolsets and technology (including but not limited to Google Analytics, IBM Tealeaf, Tealium iQ and AudienceStream, Optimizely). Accountable for the tool utilisation, vendor management and contract negotiations. Oversee the tagging and tracking capabilities across all the digital touchpoints; lead the design of performance dashboards, KPI for insight generation.Prioritise any initiatives and enhancements on the Website to ensure continuous product features upgrade and enhancements.Drive strong collaboration and lead projects among the Digital Teams, as well as other departments including Marketing, Revenue Management and Outports for omnichannel experiences and data governance

Reviewed, planned and implemented the online payment strategy for the airline websites and mobile apps across 100 countries.Drove and built the analytics and reporting capabilities for the Online Payment Operations Team across a variety of data platforms e.g. Google Analytics, Kibana, Corporate CRM databaseResearched and analysed on the payment method adoption rate, fraud trends and operational process enhancementManaged payment services vendors to ensure that they meet the contractual obligations by delivering quality services on time

Headed a team of 12 staff across passenger sales, airport services, cargo, people and finance functions to run a daily flight operation. Was accountable for the port's operational safety, service excellence as well as passenger and cargo revenue annual targets of HKD 60M in total for East Malaysia and Brunei. Represented the airline to build relationships with suppliers and government officials. Fortified brand loyalty by actively engaging with frequent travellers and sales agents. Managed staff performance and development through bi-annual goal setting, appraisal evaluation and individual coaching. Handled retrenchment and termination cases jointly with the Country People Manager. Initiated employee engagement activities including a new local CSR Project.

Part of the company’s general management talent pool. Working on a rotational basis and have been seconded in the Cathay Pacific Group with cross-functional exposure since joined.Executive Assistant to CEO, 2014-15Assistant to General Manager China, 2013-14Assistant to General Manager Revenue Management, 2012-13