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Head of Digital Product Experience, Regional Director (Top-tier MNC) ($100K+)

IGNITE RECRUITMENT HONG KONG LIMITED Hong Kong
Full time Permanent On-site HK$100k - HK$130k

About the job

Top tier Global MNC seeking a visionary Head of Digital Product Experience to spearhead our global user experience strategy and optimize our proprietary, enterprise-grade IT product ecosystem.

In this pivotal role, you will command a talented, multi-disciplinary organization encompassing Product Management (Business Analysts, QA Engineers), UI/UX Designers, and Customer Support/Training specialists. Your mission is to transform user feedback into actionable, strategic software evolutions, establishing our platform as the absolute gold standard software.

Reporting directly to the Chief Technology Office r, you will collaborate closely with C-level and senior leadership to align our cutting-edge technology with the rigorous, high-stakes demands of a global operation supporting

Key Responsibilities

Strategic UX Leadership

  1. Architect CX Strategy : Design an enterprise customer experience framework using deep user research and advanced data analytics to unlock major operational efficiencies.
  2. Cultivate User Obsession : Champion a product culture where intuitive design, seamless accessibility, and user-centricity dictate every software decision.
  3. Scale Cross-Functional Teams : Lead, inspire, and grow geographically distributed product, design, and support teams across international offices (including Hong Kong and India).
  4. Govern Performance Metrics : Establish and track critical success benchmarks, including Net Promoter Score (NPS), user adoption velocity, and feature utilization rates.

Stakeholder Engagement & Influence

  1. Bridge Executive Silos : Serve as the primary liaison between technical teams and corporate leadership to align the product roadmap with macro business objectives.
  2. Drive Executive Buy-In : Translate complex behavioral data into compelling strategic narratives that secure leadership investment for ambitious CX initiatives.
  3. Unify Business Operations : Build influential alliances across IT and operations to embed customer-centricity into every business process.
  4. Maintain Competitive Edge : Monitor emerging technology trends and competitive landscapes to identify strategic opportunities for platform innovation.

Technical Leadership & Operational Delivery

  1. Optimize Workflow Processes : Lead process mapping using Lean or Six Sigma frameworks to eliminate operational bottlenecks and boost user productivity.
  2. Oversee End-to-End Deployment : Direct the release of interface updates and workflows that deliver exceptional value to both shore-based operators and remote crew members.
  3. Orchestrate User Validation : Manage robust usability testing, feedback loops, and iterative refinement cycles to ensure high product adoption.
  4. Manage Transformational Change : Spearhead comprehensive process reengineering and organizational readiness programs to guarantee seamless software rollouts.

Job Requirements

Essential Qualifications

  1. Leadership Experience : 10+ years of progressive customer experience leadership, with 5+ years managing large-scale, multi-disciplinary global teams.
  2. Proven Track Record : Demonstrated success scaling enterprise-level, customer-centric software environments with measurable impacts on retention and adoption.
  3. Deep Technical Foundation : Comprehensive hands-on experience across the entire CX spectrum:
  4. Product Management : Agile methodologies, roadmap prioritization, and process mapping.
  5. User Experience : UI/UX design principles, user research, and usability testing.
  6. Quality Assurance : Enterprise QA processes and automated testing standards.
  7. Training & Support : Distributed support operations and customer onboarding frameworks.
  8. Executive Communication : Exceptional ability to present product recommendations to C-level and Board-level directors to influence enterprise strategy.

Desirable Attributes

  1. Academic Background : Bachelor’s or Master’s degree in Product Management, UI/UX Design, Computer Science, or an MBA.
  2. Industry Certifications : CSPO, SAFe Product Owner, Advanced UX Design, or Lean Six Sigma credentials.
  3. Enterprise Expertise : Deep understanding of multi-tenant SaaS, complex internal IT environments, or heavy logistics/supply chain technology.
  4. Emerging Tech Fluency : Practical experience implementing AI-powered support, advanced personalization, or predictive analytics in large-scale production environments.