CX Insights Executive — NPS, CSAT & Dashboards

Malaysia Airlines; Kuala Lumpur; On-site; MYR 50,000 - 80,000; Full time

Job summary

Malaysia Airlines is seeking an Executive, CX Insights to drive the customer experience and insights agenda. You will design questionnaires, deploy surveys, clean data, and analyze results to support strategic decisions.

The role requires creating polished reports and interactive dashboards, enabling stakeholders to track NPS, CSAT, and CES while fostering a data-driven culture across MAG.

Qualifications

• Bachelor’s degree in Business, Statistics, Marketing, Economics, Data Analytics or related field.
• 1–2 years of experience in customer insights, market research, data analytics or related roles.
• Fresh graduates with strong analytical capabilities and interest in data and customer experience are encouraged to apply.

Responsibilities

• Develop and structure comprehensive customer survey questionnaires aligned with business objectives.
• Program, test, and deploy survey logic using platforms like SurveyMonkey.
• Extract, clean, and validate large datasets for deep-dive analysis.
• Monitor and evaluate Net Promoter Score (NPS) to gauge brand advocacy.
• Analyze CSAT metrics across touchpoints to measure customer happiness.
• Track and interpret Customer Effort Score (CES) to identify friction.
• Perform quantitative and qualitative data analysis using Excel or SPSS.
• Design and deliver reports and presentations using PowerPoint to communicate findings.
• Build and manage interactive dashboards in Power BI for real-time visuals.
• Collaborate on Mystery Shopping, Focus Groups, and Customer Week initiatives.

Skills

Analytical thinking

Detail-oriented

Proactive

Tech-savvy

Education

Bachelor's degree in Business/Statistics/Marketing/Economics/Data Analytics

Tools

Excel

SPSS

Power BI

PowerPoint

Job description

Malaysia Airlines is seeking an Executive, CX Insights to drive the customer experience and insights agenda. You will design questionnaires, deploy surveys, clean data, and analyze results to support strategic decisions.

The role requires creating polished reports and interactive dashboards, enabling stakeholders to track NPS, CSAT, and CES while fostering a data-driven culture across MAG.