Head of End-to-End Customer Experience & Strategy, Cathay Pacific

Marcus Lui

Marcus’ career spanned over 25 years with roles as creative director, brand strategist and service design strategist. His passion in understanding of consumer/user needs and behaviours, together with understanding of business and market contexts, enable him to develop and deliver brands, products and services supported by rigorous insights on all stakeholders involved.

A champion of cross-team collaboration, Marcus had built multi-disciplinary research, strategy and design teams, and delivered numerous innovation training programs from his previous roles in New York, Sydney, Shanghai, Hong Kong and across regions. Marcus is currently the Head of End-to-End Customer Experience & Strategy at Cathay Pacific. He is also the Executive Director of Design Thinking In Action (DTIA), a regional non-profit organisation that promotes Design Thinking. He had a diverse portfolio of past clients including Hong Kong SAR Government, Hong Kong University of Science and Technology, Samsung, Donna Karan New York, Proctor & Gamble, McDonalds, National Australia Bank, Tiger Beer, Audi, Luxottica, Standard Chartered Bank, Swarovski, Shiseido and Disneyland Shanghai.

He received a bachelor degree in Mechanical Engineering from University of Sydney, Australia, and a Bachelor of Science in Industrial Design from Art Center College of Design, Pasadena, California.