Kerja Sepenuh Masa, Executive, Customer Insights & Engagement di Malaysia Aviation Group Selangor - Maukerja

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

• 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.