Are you looking for a career opportunity in the aviation industry? Here’s your opportunity to have a great career with a world-class airline company.
Why Join Us?
- Asia’s First and Longest-Serving Airline
- Get a chance to enjoy travel perks for you and your family
- A collaborative work culture and environment
Who Are We Looking For?
- Quantitative and qualitative study or research experience
- Understanding of customer journey in airline setting
- Proficient in analyzing customer feedback from multiple sources (surveys, social media, complaints, etc.)
- Skilled in using VoC platforms (e.g., Medallia, Qualtrics, InMoment) and data visualization tools (e.g., Power BI, Tableau)
What’s The Role All About?
Implement the Voice of Customer Program division strategies and plan through efficient monitoring, in-depth analysis and insights on customer experience metrics across the entire customer journey in order to identify opportunities to improve the customer experience and increase customer lifetime value.
Major Responsibility Areas
- Generate monthly analysis per touchpoints based on post-flight and post-transaction surveys, complemented by transactional/operational data and industry benchmarks to substantiate analysis and support key findings
- Collect, clean-up, and process the customer data/responses and summarize data for production of tables, charts and graphs, covering overall experience, ratings per touchpoint and customer segments, drill-down by airport stations and flight routes
- Identify survey objectives and formulate VOC brief with proposed design and methodology
- Prepare survey materials and sample customer datasets for fielding of study
- Identify benchmarking study objectives as aligned with stakeholders (Customer Experience and other departments)
- Conduct benchmarking activities either thru desk research or actual experience assessment
