Executive, Customer Insights & Engagement

Position Title

Executive, Customer Insights & Engagement

Reporting To

Manager, Customer Insights & Engagement

Position Summary

This position is responsible for driving Malaysia Aviation Group (MAG)’s customer experience (CX) and insights agenda by managing the end-to-end execution, administration, and analysis of comprehensive survey initiatives. The role involves designing methodologically sound questionnaires, deploying them via digital platforms, and performing rigorous data validation and cleaning to ensure high levels of integrity.

Key Accountabilities

• Develop and structure comprehensive customer survey questionnaires that are methodologically sound, unbiased, and strictly aligned with key business objectives.
• Program, test, and deploy complex survey logic using designated platforms such as SurveyMonkey to ensure a seamless and error-free respondent experience.
• Extract, clean, and validate large datasets from various survey platforms to maintain high levels of data integrity and prepare information for deep-dive analysis.
• Monitor and evaluate the Net Promoter Score (NPS) to gauge long-term brand advocacy and identify the primary drivers behind customer loyalty.
• Analyze Customer Satisfaction (CSAT) metrics across multiple touchpoints to measure immediate happiness with specific products, services, or interactions.
• Track and interpret the Customer Effort Score (CES) to pinpoint friction in the customer journey and provide recommendations for a more effortless user experience.
• Perform rigorous quantitative and qualitative data analysis using advanced tools like Excel or SPSS to translate raw numbers into meaningful business insights.
• Design and deliver compelling reports and presentations using PowerPoint to communicate data stories and strategic findings to internal stakeholders.
• Build and manage interactive dashboards within Power BI to provide real-time visualization of customer metrics and performance trends over time.
• Collaborate on high-impact customer engagement initiatives, including Mystery Shopping, Focus Groups, and Customer Week, to foster a customer-centric culture across the organization.
  
  

Qualifications / Areas of Experience

• Bachelor’s Degree in Business, Statistics, Marketing, Economics, Data Analytics, or related field.
• Certification or training in data analytics or market research tools is an added advantage
• At least 1–2 years of experience in customer insights, market research, data analytics or related roles.
• Fresh graduates with strong analytical capabilities and interest in data and customer experience are encouraged to apply as well
  
  

Areas of Experience

• Data analytics
• Customer experience
• Survey design
  
  

Personality Traits

• Analytical & curious
• Detail-oriented
• Tech-savvy
• Proactive