Cathay Pacific Airways is an international airline registered and based in Hong Kong, flying to over 190 destinations around the world.

We are proud of our home Hong Kong, where the company was founded in 1946. Our corporate headquarters are located at Hong Kong International Airport. We employ over 21,000 people worldwide.

We are also a founding member of the oneworld global alliance whose combined network serves over 750 destinations worldwide.

Report to : Customer Insights Manager

Department : Brand, Insights & Marketing Communications (BIM)

This position is designed for improving customer related decision making of Cathay.

‘Customer’ in this sense includes any issue that has a direct and measurable impact on the customer experience. The job holder will help facilitate the prioritisation and articulation of Customer business questions and will define methodologies and driving approaches to solving those problems. He or she will collect and process quantitative data and will be accountable for enriching the quantitative data with qualitative data in order to deliver actionable insights to the organisation. He or she will also be responsible in assisting the Insights team to nurture a culture of insightfulness and data inspired action across the organisation through, proactive communication, workshops and driving an NPS system.

Key Responsibilities

Assist in managing the framing and articulation of problems and formation of hypotheses.
Interpret and articulate learnings from quantitative data and statistics and leverage them to develop project briefs for qualitative studies and inquiries
Work with research agencies to manage the research process which includes defining research needs, providing research proposals, selecting external research suppliers/internal resources and proposing follow-up actions
Aggregate and process qualitative data from various sources to enrich insights drawn from quantitative data
Empathise with internal and external customer community groups to derive qualitative data
Assist in on-going customer satisfaction (NPS, CSAT, CES, etc.) within Cathay’s Lifestyle businesses and helping drive insight to action, as part of an NPS system
Work closely with business units to drive insights through the design process.

Requirements

University degree holder, preferably with concentration in Psychology, Sociology, Statistics, Economics or a related Business discipline
Minimum 5 years market research experience, preferably with independent project management responsibilities and knowledge with ethnographic research methods
Sound business acumen and the ability to work in a multi-cultural environment
Polished interpersonal skills, coupled with strong presentation and communication skills
Excellent command of written and spoken English and Chinese is mandatory
Strong organisation and analytical skills
Ability to empathise with internal and external stakeholders
Open-mindedness and future-orientation
Ability to integrate quantitative and qualitative data and articulate insights

Nice-to-have:

Experience implementing and evolving Bain’s NPS system in a large scale organisation
Market research experience with loyalty/membership programmes or retail, hospitality, credit card, and insurance industries

Deadline: 22 MAY 2024

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

*Terms and Conditions Apply

For any frontline recruitment related enquiries, please reach out to us by Whatsapp +852 2747 2298

Assistant Manager Customer Insights