Executive, CX Insights

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

Position Title

Executive, CX Insights

Report To

Manager, CX Insights

Position Summary

This position is responsible for driving Malaysia Aviation Group (MAG)’s customer experience (CX) and insights agenda by managing the end-to-end execution, administration, and analysis of comprehensive survey initiatives. The role involves designing methodologically sound questionnaires, deploying them via digital platforms, and performing rigorous data validation and cleaning to ensure high levels of integrity.

Key Accountabilities

• Develop and structure comprehensive customer survey questionnaires that are methodologically sound, unbiased, and strictly aligned with key business objectives.
• Program, test, and deploy complex survey logic using designated platforms such as SurveyMonkey to ensure a seamless and error-free respondent experience.
• Extract, clean, and validate large datasets from various survey platforms to maintain high levels of data integrity and prepare information for deep-dive analysis.
• Monitor and evaluate the Net Promoter Score (NPS) to gauge long-term brand advocacy and identify the primary drivers behind customer loyalty.
• Analyze Customer Satisfaction (CSAT) metrics across multiple touchpoints to measure immediate happiness with specific products, services, or interactions.
• Track and interpret the Customer Effort Score (CES) to pinpoint friction in the customer journey and provide recommendations for a more effortless user experience.
• Perform rigorous quantitative and qualitative data analysis using advanced tools like Excel or SPSS to translate raw numbers into meaningful business insights.
• Design and deliver compelling reports and presentations using PowerPoint to communicate data stories and strategic findings to internal stakeholders.
• Build and manage interactive dashboards within Power BI to provide real-time visualization of customer metrics and performance trends over time.
• Collaborate on high-impact customer engagement initiatives, including Mystery Shopping, Focus Groups, and Customer Week, to foster a customer-centric culture across the organization.

Qualifications & Experience

• Bachelor’s Degree in Business, Statistics, Marketing, Economics, Data Analytics, or related field.
• At least 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 as well.

Area of Experience

• Data analytics
• Customer experience
• Survey design

Personality Traits

• Analytical & curious
• Detail-oriented
• Tech-savvy
• Proactive