Voice of the Customer Specialist

Are you looking for a career opportunity in the aviation industry? Here’s your opportunity to have a great career with a world-class airline company. Why Join Us?Asia’s First and Longest-Serving AirlineGet a chance to enjoy travel perks for you and your familyA collaborative work culture and environmentWho Are We Looking For?Quantitative and qualitative study or research experienceUnderstanding of customer journey in airline settingProficient in analyzing customer feedback from multiple sources (surveys, social media, complaints, etc.)Skilled in using VoC platforms (e.g., Medallia, Qualtrics, InMoment) and data visualization tools (e.g., Power BI, Tableau)What’s The Role All About?Implement the Voice of Customer Program division strategies and plan through efficient monitoring, in-depth analysis and insights on customer experience metrics across the entire customer journey in order to identify opportunities to improve the customer experience and increase customer lifetime value.Major Responsibility AreasGenerate monthly analysis per touchpoints based on post-flight and post-transaction surveys, complemented by transactional/operational data and industry benchmarks to substantiate analysis and support key findingsCollect, clean-up, and process the customer data/responses and summarize data for production of tables, charts and graphs, covering overall experience, ratings per touchpoint and customer segments, drill-down by airport stations and flight routesIdentify survey objectives and formulate VOC brief with proposed design and methodologyPrepare survey materials and sample customer datasets for fielding of studyIdentify benchmarking study objectives as aligned with stakeholders (Customer Experience and other departments)Conduct benchmarking activities either thru desk research or actual experience assessment