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Jonathan Tse is an experienced professional in customer experience and operational management, currently serving as the Manager of Customer Experience at HK Express since February 2023, where responsibilities include leading inflight and ground activation events and implementing innovative enhancements to the customer journey. Previously, at HK Express, Jonathan held the role of Manager, Customer Connect, transforming the Call Center operations with a focus on AI and technology integration. Prior experience includes leadership roles at Lalamove, where management of a 100-member team focused on operational excellence in multiple markets, and at Klook, where Jonathan led initiatives to improve customer service based on feedback analysis. Jonathan's career began at Hong Kong Airlines as a Management Trainee, contributing to operational improvements and crisis management. Educational background includes a Bachelor's Degree in Economics from New York University and a Japanese Language Program at Waseda University.