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Customer Insights Manager

  • BIM - Brand, Insights & Marketing Communications
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline
    02 Oct 2023
Role Introduction

Reports To: Head of Customer Insights

This position is to improve the decision making of Cathay, regarding the generation, articulation and implementation of Customer Insights to inform strategic development, brand strategy, customer experience and loyalty.

As the Insights Manager, you will support the Head of Customer Insights, in day to day project planning, management and delivery of multiple projects across many business verticals.

This role is an exciting opportunity for someone wishing to accelerate their insights career in a world class business, especially if you have the passion to add value to everyday decision making.

This role serves to provide insights that can shape our roadmap and future direction, as well as helping to ensure that everyone knows who our current and future customers for Cathay are, across Travel and Lifestyle pillars.

The ability to synthesise and tailor communication, when sharing and embedding insights to the organisation is paramount.

Key Responsibilities

  • Lead and project manage key streams of work, from continuously improving how we effectively reframe briefs, advise on the best solution then deliver commercially minded outcomes.
  • Support the Head of Customer Insights, with ongoing project management of multiple projects.
  • Analyse survey data to prepare stakeholder presentations and deliverables, ensuring these are tailored to stakeholder requirements.
  • Conduct ad hoc quantitative analysis as required.
  • Develop a clear, focused questionnaire or discussion guide aligned with key project objectives, with limited assistance.
  • Clearly and confidently communicate and share research findings to the business, within required timeframes.
  • Confidently present at high level meetings.
  • Work with various Cathay departments to clarify research requirements

  • Degree holder in market research, data science, statistics, psychology or other related disciplines
  • Minimum of 8 years of relevant experience in primary market research and qualitative and quantitative analysis roles
  • Experience in the fields of travel, loyalty programs or lifestyle related categories
  • Knowledge and experience in conducting qualitative research including online communities, in-depth interviews, focus group discussions and ethnography
  • Knowledge and experience in conducting quantitative research including surveys, central location testing and conjoint analysis
  • Ability to craft strategic frameworks and create engaging narratives with quantitative and qualitative data
  • Working knowledge or theoretical understanding of quantitative modeling / advanced analytics
  • Knowledge of the Design Thinking process
  • Experience in strategic business partnering or consulting
  • Strong project management, organisation and communication skills
  • A future and outward-looking mindset
  • Good understanding of the aviation industry and other service industries
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.

Apply now