Executive, Customer Insights & Engagement
Malaysia Airlines
Date: 2 weeks ago
City: Remote
Contract type: Full time
Remote
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
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.
- 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
- Data analytics
- Customer experience
- Survey design
- Analytical & curious
- Detail-oriented
- Tech-savvy
- Proactive
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Building Services Manager
AirTrunk,
Remote
2 days ago
Want to be a part of Asia Pacific & Middle East's (APME) largest, most innovative, and rapidly growing data centre company?AirTrunk is a technology company with a powerful purpose - to scale and sustain the relentless growth of the region’s digital future. We do this by continuously redefining and delivering hyperscale data centres that meet the needs of our customers...
Campaign Programmes
Shopee,
Remote
3 days ago
About The TeamThe Campaign Programmes team identifies opportunities to improve platform performance through structured programmes, working closely with cross-functional stakeholders to conceptualise, implement, and optimise initiatives aligned with Shopee’s broader business objectives.The ideal candidate is a strong project manager with excellent stakeholder management skills and a data-driven mindset. They should be comfortable analysing performance trends, translating insights into actionable initiatives,...
Store Team Lead, Aman Central
Crocs, Inc.,
Remote
3 days ago
At Crocs, Inc., every career offers a chance to make a real impact. No two journeys look the same. And that's exactly how we like it. Whether you’re welcoming customers into our stores, collaborating with global teams at our headquarters, or keeping operations moving at our distribution centers, your impact is real and valued. At Crocs, Inc. you’re not expected...
