Executive, Customer Insights

5 months ago


Kuala Lumpur, Malaysia Malaysia Airlines Full time

**Reports To**:

- Senior Executive, Customer Insights & Engagement

**Role Purpose**:

- Responsible to assist the Senior Executive, Customer Insights & Engagement in analysing customer data to identify CSI and NPS performance trends for various MAG business pillars through regular and ad-hoc reports, aiming to minimize recurring issues, address root causes, and improve customer experience.

**Key Accountability**:
**Customer Satisfaction (CSI ) and Net Promoter Score (NPS) Analysis**:

- Tabulate, analyze, and monitor CSI & NPS performances for all MAG customer touchpoints.
- Collaborate with Business Units to identify performance gaps and implement corrective actions.

**Survey Development and Design**:

- Develop and design surveys related to customer experience for the organization.

**Data Analysis and Reporting**:

- Collect, clean, and manage customer data ensuring accuracy.
- Analyze data and generate reports on MAG customer touchpoints.
- Extract actionable insights to inform decision-making.
- Recommend improvements for customer experiences and marketing campaigns.

**Data Visualization**:

- Visualize data findings using tools like Tableau or Power BI.
- Present insights clearly to support strategic decisions.

**Special Projects /**Cross Support Function**
- Execute strategic projects to enhance customer satisfaction and loyalty.

Conduct ad-hoc quality checks to ensure compliance with policies and standards.

**Qualifications**:

- Bachelor’s Degree in any related field i.e. Aviation Management, Actuarial Science, Statistic, Mathematics, Business Management, or a related discipline.
- Diploma in any related field i.e. Aviation Management, Actuarial Science, Statistic, Mathematics, Business Management, or a related discipline.

**Area of Experience**:

- Data Analytics & Management
- Market Research
- Project Management
- Advanced Excel
- Experience Management tools such as Qualtrics, In Moment, Medallia, Forsta, and similar platforms.

**Personality Traits**:

- Proactive, positive attitude, team player, meets tight deadlines, and takes on additional responsibilities.
- Action-oriented, enthusiastic, with strong leadership and people skills.
- Knowledgeable in statistical methods and tools for customer segmentation and analysis.
- Effective in communicating and presenting data insights to non-technical stakeholders.
- Identifies business challenges, generates hypotheses, and uses data analysis for solutions and recommendations.
- Skilled in planning, organizing, critical thinking, and report writing.
- Highly adaptable, multitasks, with a positive mindset, creativity, and openness to digitalisation.
- Knowledgeable about airline products, services, policies, procedures, and operations.



  • Kuala Lumpur, Malaysia Hype Insights Full time

    **About Hype Insight** We are a digital marketing agency currently based in the UK, Australia, Malaysia and Sri Lanka. Come build the future of marketing with us! Work with extraordinary people and receive benefits and development opportunities to empower you in and out of the office. We look forward to hearing from you! **What You'll Do** - Actively...


  • Kuala Lumpur, Malaysia Malaysia Airline Full time

    **Position Title**: - Executive, Customer Insights & Engagement **Reports To**: - Senior Executive, Customer Insights & Engagement **Role Purpose**: - Responsible to assist the Senior Executive, Customer Insights & Engagement in analysing customer data to identify CSI and NPS performance trends for various MAG business pillars through regular and ad-hoc...


  • Kuala Lumpur, Malaysia Hype Insights Full time

    Ready to level up your digital marketing skills? We are looking for a Digital Marketing Executive (KL) to join our global, digital marketing team! **Job highlights** - Competitive salary commensurate with skills and experience - Career progression opportunities - Casual, fun working environment - Opportunity to work with a global team **What you’ll be...

  • SEO Executive

    5 months ago


    Kuala Lumpur, Malaysia Hype Insights Full time

    SEO Superstars ONLY! We are looking for SEO Executives to join our global, digital marketing team. **Job highlights** - Competitive salary commensurate with skills and experience - Career progression opportunities - Casual, fun working environment - Opportunity to work with a global team **What you’ll be doing** - Developing optimisation strategies that...


  • Kuala Lumpur, Malaysia Hype Insights Full time

    Hype Insight is a dynamic digital marketing agency with a global presence in the UK, Australia, Sri Lanka, and now Malaysia. We are seeking a driven Business Development Specialist to join our team and lead the charge in driving organic growth! As our Project Management Intern, you will play a vital role in expanding our footprint in the Malaysia market....


  • Kuala Lumpur, Malaysia Hype Insights Full time

    Hype Insight is a dynamic digital marketing agency with a global presence in the UK, Australia, Sri Lanka, India, and now Malaysia. We are seeking a driven Business Development Specialist to join our team and lead the charge in driving organic growth! As our Business Development Specialist, you will play a vital role in expanding our footprint in the...

  • Project Coordinator

    6 months ago


    Kuala Lumpur, Malaysia Hype Insights Full time

    Hype Insight is an expanding digital marketing agency with a global presence in the UK, Australia, Sri Lanka, India and now Malaysia! We are passionate about shaping the future of marketing and are seeking talented individuals to join our team. Established in 2017, we have helped many clients achieve their marketing goals via state-of-the-art marketing...

  • Project Coordinator

    6 months ago


    Kuala Lumpur, Malaysia Hype Insights Full time

    Hype Insight is an expanding digital marketing agency with a global presence in the UK, Australia, Sri Lanka, India and now Malaysia! We are passionate about shaping the future of marketing and are seeking talented individuals to join our team. Established in 2017, we have helped many clients achieve their marketing goals via state-of-the-art marketing...

  • Fp&a Insights Lead

    6 months ago


    Kuala Lumpur, Malaysia Kerry Full time

    **Requisition ID** 47442 **Position Type** FT Permanent **Recruiter **#LI-SSM1 **Posting Type** LI **About Kerry**: Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of...


  • Kuala Lumpur, Malaysia Allianz Malaysia Full time

    Want to be inspired to push the bar higher? **Job Summary** **Key Responsibilities** - To assist in implementation of always-on customer outreach and engagement programs - To assist in developing target segment / audience for customer engagement communication - To assist in campaign performance tracking and benchmarking and to provide actionable insights...

  • Sales Specialist

    6 months ago


    Kuala Lumpur, Malaysia Cxl executive Full time

    **Position**: Sales Specialist Executive **Location**:KLCC **Working Days**:Monday - Sunday / 2 days off rotational **Operation Hours**:9:30 AM - 10:30 PM (2 Rotational working hours) **Salary**:RM 3,000 - RM3,600 **Location**: Suria KLCC **Contract Duration**:12 Months (Renewable based on performance) **Intake**:Immediate Hiring (Prefer No notice...

  • Sales Insights Analyst

    5 months ago


    Kuala Lumpur, Malaysia TMF Group Full time

    **Job no**: 571203 **Work type**: Contract **Location**: Kuala Lumpur, Malaysia **Categories**: Sales **Office Location**: Kuala Lumpur **About TMF Group** TMF Group is a leading global provider of high-value business services to clients operating and investing globally. We focus on providing specialized and business-critical financial and...

  • Mysg Customer

    7 months ago


    Kuala Lumpur, Malaysia Unilever Full time

    Job Title: MYSG CMI Lead Location: Malaysia **About the role** This role is a country-based role with full responsibility for Market Insight for Malaysia and Singapore across Business units of Beauty and Wellbeing, Ice cream, Homecare and Nutrition. The focus and key delivery is to use continuous data to develop insights and ultimately land...


  • Kuala Lumpur, Malaysia Tune Protect Group Full time

    Tune Protect strives to be the go-to insurtech for millennials and Gen Z. We are listed on the main market of Bursa Malaysia since 2013 where our main business is insurance, reinsurance and going forward - insurance technology solutions! We are simplifying consumer's experience with different products and technology that complement consumer's lifestyle...


  • Kuala Lumpur, Malaysia Media.Monks Full time

    **Description**: MediaMonks is looking for a Data and Insights Analyst to join our team and help drive initiatives across new business and our stable of clients. In this position you will drive qualitative and quantitative research, conduct trend and insight desk research, manage relationships with external research agencies, and develop high quality, unique...

  • Operations Executive

    5 months ago


    Kuala Lumpur, Malaysia Carleton Executive Search Full time

    The Operation Executive will assist with both Warehouse and related customer service. **Qualifications/Experience**: - 1-2 Year(s) of working experience in the related field is required for this position. - Fresh graduates or high school leavers without any working experience will be considered too. **Job Requirements**: - Meticulous and detailed...

  • Operations Executive

    5 months ago


    Kuala Lumpur, Malaysia Carleton Executive Search Full time

    **OPERATION EXECUTIVE** **Report to Assistant Operation Manager** The Operation Executive will assist with both Warehouse and related customer service. Qualifications/Experience: - 1-2 Year(s) of working experience in the related field is required for this position. - Fresh graduates or high school leavers without any working experience will be...


  • Kuala Lumpur, Malaysia AIA Full time

    At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. - As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live...


  • Kuala Lumpur, Malaysia TikTok Full time

    Responsibilities About TikTok TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. Why Join Us Creation is the core of...


  • Kuala Lumpur, Malaysia AIA Full time

    At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. - As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live...