Role Introduction
Reports To: Customer Insights Manager
This position is designed for improving customer related decision making of Cathay Pacific. ‘Customer’ in this sense includes any issue that has a direct and measurable impact on the customer experience. The job holder will help facilitate the prioritisation and articulation of Customer business questions and will define methodologies and driving approaches to solving those problems. He or she will collect and process quantitative data and will be accountable for enriching the quantitative data with qualitative data in order to deliver actionable insights to the organisation. He or she will also be responsible in assisting the Insights team to nurture a culture of insightfulness and data inspired action across the organisation through, proactive communication, workshops and driving an NPS system.
Key Responsibilities
- Assist in managing the framing and articulation of problems and formation of hypotheses
- Interpret and articulate learnings from quantitative data and statistics and leverage them to develop project briefs for qualitative studies and inquiries
- Work with research agencies to manage the research process which includes defining research needs, providing research proposals, selecting external research suppliers/internal resources and proposing follow-up actions
- Aggregate and process qualitative data from various sources to enrich insights drawn from quantitative data
- Empathise with internal and external customer community groups to derive qualitative data
- Assist in on-going customer satisfaction (NPS, CSAT, CES, etc.) and helping drive insight to action, as part of an NPS system
- Work closely with business units to drive insights through the design process
Requirements
- University degree holder, preferably with concentration in Psychology, Sociology, Statistics, Economics or a related Business discipline
- Minimum 5 years market research experience, preferably with independent project management responsibilities and knowledge with ethnographic research methods
- Sound business acumen and the ability to work in a multi-cultural environment
- Polished interpersonal skills, coupled with strong presentation and communication skills
- Excellent command of written and spoken English and Chinese is a must
- Strong organisation and analytical skills
- Ability to empathise with internal and external stakeholders
- Open-mindedness and future-orientation
- Ability to integrate quantitative and qualitative data and articulate insights
- Ideally, experience implementing and evolving Bain’s NPS system in a large scale organisation
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.
