Assistant Manager / Senior Customer Insights Analyst

Singapore Airlines; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Singapore Airlines is seeking a Customer Insights Analyst in the Customer Experience Division. You will provide insights for internal stakeholders to drive business decisions related to customer experience and revenue generation.

Responsibilities include managing research projects from objectives to reporting, drawing actionable insights, and presenting findings clearly. Familiarity with in-house analysis tools and GenAI prompting is advantageous.

Qualifications

• Bachelor's degree in Business, Economics or related field.
• Minimum 3 years in Market Research/Customer Insights.
• Experience with quantitative and qualitative research methods.
• Knowledge of Voice of the Customer programs is an advantage.
• Meticulous and detail oriented, able to understand business objectives.

Responsibilities

• Uncover insights to aid business units in customer experience or revenue decisions.
• Manage customized research projects from objectives to analysis and reporting.
• Draw actionable insights and present findings clearly to stakeholders.
• Familiarise with in-house analysis tools and GenAI-related prompting.
• Balance multiple projects and translate business goals into research objectives.

Skills

Analytical mindset

Business objective translation

Attention to detail

Education

Bachelor's degree in Business or Economics

Tools

Excel

PowerPoint

GenAI prompts

Job description

Job Description

The successful incumbent will be part of the Customer Insights team in our Customer Experience Division. As a Customer Insights Analyst at Singapore Airlines, you will provide insights for internal stakeholders to make business decisions.

Key Responsibilities

• Uncover insights that will help the business units with their business decisions, primarily in improving the customer experience or revenue generation.
• Manage customized research projects from start to end, from understanding and translating business objectives to research objectives, designing questionnaires, conducting and managing fieldwork to analysis and reporting.
• Draw actionable insights from your analysis will be key in your role, being able to present the research findings in a clear and concise manner to the stakeholders.
• Familiarise yourself with in-house tools that will help with the analysis and be able to communicate the insights in a clear, concise manner. It is important to have an analytical, curious mind to see beyond what the data is showing at first glance. You will be utilising GenAI-related tools for insights, familiarity with prompting will be an advantage.
• Some of the challenges that you will face are translating the business objectives into research goals that will provide clear outcomes, as well as managing multiple projects at the same time.

Requirements

• Bachelor's degree in Business, Economics or related field
• Minimum of 3 years in Market Research/Customer Insights
• Experience in research for quantitative and qualitative projects
• Experience with Voice of the Customer programs is an advantage
• Meticulous and detailed
• Able to understand business objectives
• Competent in Microsoft Office tools e.g. Excel, PowerPoint
• Knowledge of GenAI tools and prompting is an added advantage

We thank all candidates for your interest in Singapore Airlines, and regret that only shortlisted candidates will be notified.