Airport à Malaisie

Requisition ID21703-Posted -Kuala Lumpur International Airport-BCX - Group Customer Experience-Group Branding & Customer Experience

Manager, Customer Insights and Engagement

Senior Manager, Quality Assurance & Delivery

The Manager, Customer Insights & Engagement (CIE), is responsible for driving customer-centric strategies through data-driven insights and effective engagement initiatives. This role requires a highly strategic individual to lead the team in managing, obtaining and analysing insights, be it from customers, non-customers, industry partners and other sources, as part of understanding the Group’s delivery of products and services, in meeting customers’ expectations in view of the industry and competitive landscape. The scope of responsibility covers all the entities within Malaysia Aviation Group (MAG) including the Airlines Business, Aviation Services and Lifestyle & Travel Services.

Leadership & Team Management

• Lead the Customer Insights & Engagement (CIE) team, fostering collaboration, innovation, and accountability. Provide mentorship to drive a high-performance, results-driven culture with integrity.

Data Analysis & Reporting

• Manage the full CSI/NPS cycle, ensuring accurate data collection, analysis, and reporting.
• Develop insights to guide decision-making and enhance customer experience. Work with MAG Business Units to integrate CSI/NPS findings into strategy and operations.
• Analyze customer data to identify trends, measure performance, and improve service processes.
• Create clear reports and dashboards, proactively addressing issues to boost customer retention and satisfaction.
• Oversee the MAG Survey Hub, ensuring efficient survey processes aligned with organizational goals.
• Work with Business Units and Business Pillars to design tailored Customer Experience Survey programs.
• Provide real-time reports with actionable insights.
• Plan and execute engagement programs like Mystery Shopper, Focus Groups, and Customer Week
• Promote CSI/NPS awareness through roadshows and direct engagement with customers and Business Units
• Gather insights and provide actionable recommendations

Continuous Improvement & Strategic Planning

• Drive process optimization and automation to improve efficiency
• Develop strategic plans aligned with customer satisfaction goals
• Use predictive analytics to anticipate customer behaviour and address concerns proactively

Training & Development

• Foster a positive work culture aligned with Corporate Culture Pillars and beliefs

Additional Responsibilities

• Support ad-hoc projects and assist cross-functional teams within the Quality Assurance Department, Group Customer Experience, and beyond

• Diploma or Degree in any discipline
• Certifications in customer experience management, data analytics, or project management are a plus
• 8 - 10 years of experience in customer insights, engagement, or related roles, with at least 3 years in a managerial role

Leadership and Team Management, Analytical Skills, Strategic Thinking, Customer-Centric Approach, Continuous Improvement, Project Management

Strategic Thinker, Customer-Centric Mindset, Collaborative Leader, Analytical and Detail-Oriented, Problem Solver, Adaptable and Resilient, Effective Communicator, Results-Driven, Accountable