Role Introduction
Reports to: Insights, Strategy & Change Manager
The role is part of our Customer Care Department, which is dedicated to providing peace of mind and building lifetime relationships through world-class customer care.
As the Assistant Manager Analytics, Strategic Projects & Innovation, you will be responsible for analyzing the top 10 customer feedback reports to identify patterns, trends, and opportunities for business improvement. This will support business decisions and drive cross-functional strategic initiatives to improve business products and services, ultimately reducing customer complaints.
Additionally, you will also lead the overhaul of the current analytics process by supporting the development and testing of new digital technologies and revamping internal processes to facilitate a robust feedback loop system that is scalable and sustainable at the enterprise level.
Key Responsibilities
- Analyse top 10 areas of customer feedback, including complaints and compliments, to produce reports that outline trends and patterns
- Lead and perform deep dives into the top 10 topics to surface opportunities and improvement areas, including but not limited to: drawing insights from case data, leading benchmarking exercises, quantification of volumes to assist business prioritisation, process mapping, and data modelling
- Support the development of visually compelling presentations to summarise customer feedback and opportunities to facilitate stakeholder buy-in and business decisions in driving strategic initiatives
- Lead (where necessary) the execution of cross-functional strategic initiatives with tangible performance metrics to measure progress in customer experience improvements and reducing customer complaints
- Work with IT and DGT counterparts to test new digital technology solutions with the aim of improving productivity and efficiencies around data analysis and enhancing Time to Market insights
- Review and revamp the current tagging practices to replace them with fit-for-purpose processes that align with the latest technology and business environment changes
- Mentor and train junior team members to become highly skilled, confident, and motivated individuals in data analysis and leading cross-functional initiatives
Requirements
- Tertiary education
- Minimum of five years’ experience in data analysis and a proven record of delivering change initiatives in a matrix environment
- Proficiency in MS Excel
- Familiarity with Tableau, Power BI, SQL, and Python is an advantage
- Strong analytical and problem-solving skills with attention to detail
- Strong command of both spoken and written English and Chinese
- Good interpersonal, communication, and presentation skills
- Effective influencing, time management, and project management skills
- Ability to advocate for change and challenge the status quo with a focus on customer centricity
- Ability to work under pressure and meet tight deadlines
- Ability to work both as part of a team and independently
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
