Associate Manager, Business Analytics & Planning (Customer Experience)

Klook; Hong Kong; On-site; HKD 480,000 - 720,000; Full time

Job summary

Klook is seeking an Associate Manager in Business Analytics & Planning for Customer Experience in Hong Kong. You will partner with CX teams, translate data into insights, and shape customer journeys through actionable analytics.

This role emphasizes end-to-end project ownership, cross-functional collaboration, and a hands-on approach to modern data stacks and dashboards. Fluency in English and Mandarin is valued.

Qualifications

• Bachelor’s degree in a quantitative field.
• Minimum 4 years of hands-on analytics/BI experience.
• Experience in e-commerce/tech and CX/product analytics is a plus.

Responsibilities

• Collaborate with CX stakeholders to analyze performance and identify opportunities.
• Own and deliver high-visibility analytics projects end-to-end.
• Define success metrics with stakeholders and support data tracking.
• Design and maintain dashboards in Tableau/Looker Studio.
• Analyze end-to-end customer journey and A/B test results to drive improvements.
• Collaborate with R&D, Product, and Analytics teams on data strategy.
• Coach stakeholders to be data-fluent and data-driven.

Skills

SQL

Python

Tableau

Looker Studio

BigQuery

dbt

Git

Data viz

Stakeholder mgmt

Education

Bachelor's degree in a quantitative field

Tools

Tableau

Google Looker Studio

BigQuery

Python

SQL

dbt

Git

Job description

Associate Manager, Business Analytics & Planning (Customer Experience)

Full-time | Analytics | Customer Experience | Hong Kong

About the Role

We are seeking a highly motivated and hands‑on Associate Manager to join our CX Analytics team and act as a key analytical partner within our Customer Experience (CX) team. This role is for a self‑starting individual contributor who works independently to translate complex data into actionable insights. You will go beyond just providing reports, actively partnering with stakeholders to solve business problems from a data‑analytical perspective, directly shaping the customer journey and influencing strategy.

What you'll do

• Collaborate with CX stakeholders to analyze performance, derive business insights, and identify opportunities for improvement.
• Independently own and execute high‑visibility analytical projects from end-to-end.
• Partner with stakeholders to define key success metrics and work with engineers on tracking and data transformation.
• Design, build, and maintain comprehensive and user‑friendly dashboards (Tableau/Google Data Studio) to track performance.
• Analyze the end‑to‑end customer journey and A/B testing results to identify pain points and influence improvements.
• Strategize with R&D, Product, and other Analytics teams on data collection and infrastructure to inform business decisions.
• Coach stakeholders to become data‑fluent in interpreting data and making data‑driven decisions.

What you'll need

• Bachelor's Degree in a quantitative field (Statistics, Economics, Quantitative Analysis, Business Administration, etc.).
• Minimum 4 years of hands‑on experience in business intelligence/analytics, strategy consulting, or operations analysis.
• Work experience in e‑commerce, startups, OTAs, or tech companies is highly preferred. Exposure to Customer Experience, Customer Support, or Product Analytics is a strong plus.
• Proficiency in programming or analytic tools such as SQL (BigQuery), Python
• Familiar with data visualization tools such as Tableau or Google Looker Studio.
• Robust analytical abilities, capable of offering valuable insights and directing stakeholders on the correct methods for evaluating data, not just producing reports.
• Experience with modern data stack workflows, including data transformation (dbt) and version control (Git/GitLab), is a significant plus.
• Experience in workforce planning analytics and/or applying advanced data modeling to solve complex business problems. Exposure to Generative AI applications in business intelligence is a significant plus.
• Strong ownership & independence: A self‑starter attitude, comfortable navigating ambiguous situations, and adept at priority management.
• Track record of successfully driving cross‑departmental projects.
• Ability to thrive in a fast‑paced, global environment and work with diverse cultural backgrounds.
• Proficient in spoken and written English and Mandarin