Reports To: Voice of Customers Programme Lead

The Customer Insights Analyst sits under the Brand, Insights and Marketing Communication Department, mainly responsible for supporting the team to drive the derivation of customer insights from all Voice of the Customer (VoC) Programmes. The  Customer Insights Analyst is responsible for various aspects of customer experience analytics, including data collection, analysis and visualization, reporting, as well as Voice of Customers systems maintenance and governance. You will be working closely with cross-functional pillars within the Insights team, and other Operational teams to derive actionable insights and contribute to the overall customer experience improvement.

• Develop and deliver insightful content and analysis for recurring management reports on customer metrics, ensuring clarity that drives strategic focus and continuous improvement
• Manage and maintain all dashboards for Cathay Pacific Voice of Customers Programmes, ensuring they are clear and accessible to stakeholders
• Work closely with business units on ad hoc requests to analyze customer feedback and measure the effects of actions on customer experience, fostering data-driven improvements
• Collaborate with Digital and Information Technology Department to design and implement data and system integrations that enable seamless data flow between third-party and internal platforms, and unify operational and customer experience data for deeper, actionable insights
• Collaborate with Business Unit analytics teams to understand data requirements and support training and education for them
• Assist in ensuring data quality, accessibility, and governance, and support the operation and development of Voice of Customers analytics systems and capabilities

• University degree, preferably in Statistics, Information Management, Social Sciences, Economics or related disciplines
• A minimum of 3 years’ experience in spanet research or data and analytics roles.
• Excellent analytical, planning, problem solving and organising skills with the ability to independently manage and prioritise multiple tasks within defined time constraints
• Experience with Voice of Customers platforms such as Qualtrics or Medallia would be an advantage
• Technical experience with leading mining tool sets such as Alteryx, QlikSense, Tableau, Power BI or SQLs and advanced knowledge in data management. Coding experience (Python) would be a plus
• Experience and business acumen of systems and processes in the airline industry or hospitality operations would be an advantage
• Team player with strong communication and interpersonal skills. Able to interact with people at all levels and from diverse cultural backgrounds
• Customer-centric, empathetic, open-minded, self-motivated, resourceful and strong continuous improvement mindset
• Independent and detail oriented
• Strong command of both spoken and written English, with fluency in Cantonese or Mandarin a plus

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.