Position Title

Senior Executive, CX Insights Enablement

Report To

Assistant Manager, CX Insights Enablement

Position Summary

This role is responsible for enabling and supporting the Customer Experience (CX) Insights function through the design, administration, and continuous enhancement of customer feedback and analytics capabilities. The role serves as the subject matter expert for CX platforms, survey methodologies, CX performance dashboards, and insights visualization, ensuring timely and actionable customer insights is available to support decision-making across Malaysia Aviation Group (MAG). The incumbent will work closely with business stakeholders to develop customer feedback mechanisms, manage CX measurement frameworks, build insightful dashboards, conduct analysis of Voice of Customer (VOC) data, and support ad-hoc customer research initiatives including product, service, and concept testing.

Key Accountability

1. CX Platform & Survey Management

• Serve as the in-house subject matter expert for the organization's CX platform and customer feedback

ecosystem.

• Design, develop, deploy, and maintain customer surveys across key touchpoints and business initiatives.


• Advise stakeholders on survey methodologies, questionnaire design, sampling approaches, and response optimization techniques.

• Ensure survey governance, data integrity, and adherence to customer research best practices.


• Support the enhancement and continuous improvement of customer feedback collection mechanisms.

2. CX Performance Dashboard & Reporting

• Design, develop, and maintain CX performance dashboards and reporting solutions.


• Translate business requirements into meaningful performance metrics and visualization tools.


• Automate reporting processes where feasible to improve efficiency and consistency.


• Monitor CX performance trends and ensure timely dissemination of insights to stakeholders.


• Ensure data accuracy, consistency, and reliability across all reporting platforms.

3. Customer Insights & Analytics

• Analyse customer feedback, VOC data, customer satisfaction results, and operational data to identify key themes, drivers, trends, and improvement opportunities.


• Develop meaningful visualizations and storytelling materials to facilitate decision-making by management and business stakeholders.

• Conduct root cause analysis, driver analysis, segmentation studies, and customer experience performance assessments.


• Support the development of executive-level insights reports and presentations.

4. Research & Ad-Hoc Studies

• Support ad-hoc customer research initiatives including product testing, service validation, concept testing, and customer preference studies.

• Assist in designing research methodologies, questionnaires, discussion guides, and analysis frameworks.


• Coordinate data collection, analysis, and reporting activities for special projects.


• Translate research findings into actionable recommendations for business stakeholders.

5. Stakeholder Support

• Partner with internal stakeholders to understand business challenges and identify opportunities for customer insight generation.

• Provide advisory support on customer measurement frameworks, survey design, and analytics best practices.


• Support capability-building initiatives by promoting data-driven decision making and customer-centric practices across the organisation.