Customer Insights Manager

Cathay Pacific Airways Limited; Hong Kong; On-site; HKD 900,000 - 1,500,000; Full time

Job summary

Cathay Pacific Airways Limited is seeking an experienced Insights Manager in Hong Kong to elevate customer insights for brand strategy, CX, and loyalty. You will support day-to-day planning and delivery across multiple projects, collaborating with diverse Cathay teams to reframing briefs and present findings at senior levels.

The role emphasizes both qualitative and quantitative methodologies, strategic storytelling, and strong PM skills in a dynamic, aviation-oriented environment.

Qualifications

• Bachelor’s degree in Market Research, Data Science, Statistics, Psychology, or a related discipline.
• Minimum 8 years of experience in market research and qualitative/quantitative analysis.
• Experience in travel, loyalty, lifestyle, or related service industries.
• Strong expertise in qualitative research methodologies, including online communities, focus groups, in-depth interviews, and ethnographic studies.
• Strong expertise in quantitative research methodologies, including surveys, central location testing, and conjoint analysis.
• Ability to develop strategic frameworks and translate research findings into compelling business narratives.
• Working knowledge of quantitative modelling and advanced analytics techniques.
• Understanding of Design Thinking principles and customer-centric innovation approaches.
• Proven experience in strategic business partnering or consulting, with strong project management, organizational, and communication skills.
• Future-focused mindset with a solid understanding of the aviation industry and broader service sectors.

Responsibilities

• Lead and project manage key streams of work, refining briefs and delivering commercially minded outcomes.
• Support the Head of Customer Insights with ongoing project management of multiple projects.
• Analyze survey data to prepare stakeholder presentations and deliverables tailored to requirements.
• Conduct ad hoc quantitative analysis as required.
• Develop clear questionnaires or discussion guides aligned with project objectives.
• Clearly and confidently communicate research findings to the business within required timeframes.
• Present at high-level meetings and collaborate with Cathay departments to clarify research requirements.
• Translate insights into strategic recommendations for brand, CX and loyalty initiatives.

Skills

Qualitative research

Quantitative research

Design thinking

Business partnering

Project management

Data analytics

Education

Bachelor's degree in Market Research

Job description

Brand, Insights and Marketing Communications Department

Permanent

Hong Kong SAR (China)

Role Introduction

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.

Key Responsibilities

• Item 1 of 8, 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
• Item 2 of 8, Support the Head of Customer Insights, with ongoing project management of multiple projects
• Item 3 of 8, Analyse survey data to prepare stakeholder presentations and deliverables, ensuring these are tailored to stakeholder requirements
• Item 4 of 8, Conduct ad hoc quantitative analysis as required
• Item 5 of 8, Develop a clear, focused questionnaire or discussion guide aligned with key project objectives, with limited assistance
• Item 6 of 8, Clearly and confidently communicate and share research findings to the business, within required timeframes
• Item 7 of 8, Confidently present at high-level meetings
• Item 8 of 8, Work with various Cathay departments to clarify research requirements

Requirements

• Item 1 of 10, Bachelor’s degree in Market Research, Data Science, Statistics, Psychology, or a related discipline Bachelor’s degree in Market Research, Data Science, Statistics, Psychology, or a related discipline
• Item 2 of 10, Minimum 8 years of experience in market research and qualitative/quantitative analysis Minimum 8 years of experience in market research and qualitative/quantitative analysis
• Item 3 of 10, Experience in travel, loyalty, lifestyle, or related service industries. Experience in travel, loyalty, lifestyle, or related service industries.
• Item 4 of 10, Strong expertise in qualitative research methodologies, including online communities, focus groups, in-depth interviews, and ethnographic studies Strong expertise in qualitative research methodologies, including online communities, focus groups, in-depth interviews, and ethnographic studies
• Item 5 of 10, Strong expertise in quantitative research methodologies, including surveys, central location testing, and conjoint analysis Strong expertise in quantitative research methodologies, including surveys, central location testing, and conjoint analysis
• Item 6 of 10, Ability to develop strategic frameworks and translate research findings into compelling business narratives Ability to develop strategic frameworks and translate research findings into compelling business narratives
• Item 7 of 10, Working knowledge of quantitative modelling and advanced analytics techniques. Working knowledge of quantitative modelling and advanced analytics techniques.
• Item 8 of 10, Understanding of Design Thinking principles and customer-centric innovation approaches Understanding of Design Thinking principles and customer-centric innovation approaches
• Item 9 of 10, Proven experience in strategic business partnering or consulting, with strong project management, organizational, and communication skills Proven experience in strategic business partnering or consulting, with strong project management, organizational, and communication skills
• Item 10 of 10, Future-focused mindset with a solid understanding of the aviation industry and broader service sectors Future-focused mindset with a solid understanding of the aviation industry and broader service sectors

Personal & Application Information

Cathay Pacific is committed to fostering an environment that values Diversity, Equity, Inclusion and Belonging. As an equal opportunity employer, we are committed to attracting and hiring qualified individuals from diverse backgrounds, experiences and abilities. We strive to create a respectful, inclusive workplace free from discrimination, harassment and bullying.

Privacy

Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.