Executive, CX Insights

Malaysia Aviation Group; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Job summary

Malaysia Aviation Group seeks an Executive, CX Insights to lead the CX and insights agenda through end-to-end survey execution, administration, and analysis across platforms. You will design methodologically sound questionnaires, deploy them digitally, and ensure rigorous data validation for high integrity.

The role requires a Bachelor’s degree in a relevant field and 1–2 years in customer insights or market research, with hands-on experience in surveys and data analysis tools.

Qualifications

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

Responsibilities

• 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 platforms such as SurveyMonkey.
• Extract, clean, and validate large datasets from various survey platforms for deep-dive analysis.
• Monitor and evaluate the Net Promoter Score (NPS) to gauge brand advocacy.
• Analyze CSAT metrics across touchpoints to measure customer happiness.
• Track and interpret CES to identify friction in the customer journey and provide recommendations.
• Perform quantitative and qualitative data analysis using Excel or SPSS to translate numbers into insights.
• Design and deliver reports and presentations using PowerPoint to communicate findings.
• Build and manage interactive dashboards within Power BI for real-time visualization of metrics.
• Collaborate on customer engagement initiatives like Mystery Shopping, Focus Groups, and Customer Week.

Skills

Analytical

Curious

Detail-oriented

Tech-savvy

Proactive

Education

Bachelor’s Degree in Business, Statistics, Marketing, Economics, Data Analytics, or related field

Tools

SurveyMonkey

Excel

SPSS

PowerPoint

Power BI

Job description

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.

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