Executive, Customer Insights

1 week ago

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 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.

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