Customer Insights Manager

Role Introduction

This position is to improve the decision-making of Cathay, regarding the generation,

articulation and implementation of Customer Insights to inform strategic development,

brand strategy, customer experience and loyalty.

As the Insights Manager, you will support the Head of Customer Insights, in day to day

project planning, management and delivery of multiple projects across many business

verticals.

Key Responsibilities

Lead and project manage key streams of work, from continuously improving how we effectively reframe briefs, advise on the best solution then deliver commercially minded outcomes

Support the Head of Customer Insights, with ongoing project management of multiple projects

Analyse survey data to prepare stakeholder presentations and deliverables, ensuring these are tailored to stakeholder requirements

Conduct ad hoc quantitative analysis as required

Develop a clear, focused questionnaire or discussion guide aligned with key project objectives, with limited assistance

Clearly and confidently communicate and share research findings to the business, within required timeframes

Confidently present at high-level meetings

Work with various Cathay departments to clarify research requirements

Requirements

Bachelor’s degree in Market Research, Data Science, Statistics, Psychology, or a related discipline

Minimum 8 years of experience in market research and qualitative/quantitative analysis

Experience in travel, loyalty, lifestyle, or related service industries.

Strong expertise in qualitative research methodologies, including online communities, focus groups, in-depth interviews, and ethnographic studies

Strong expertise in quantitative research methodologies, including surveys, central location testing, and conjoint analysis

Ability to develop strategic frameworks and translate research findings into compelling business narratives

Working knowledge of quantitative modelling and advanced analytics techniques.

Understanding of Design Thinking principles and customer-centric innovation approaches

Proven experience in strategic business partnering or consulting, with strong project management, organizational, and communication skills

Future-focused mindset with a solid understanding of the aviation industry and broader service sectors

Personal & Application Information

Equal Opportunity

Cathay Pacific is committed to fostering an environment that values Diversity, Equity, Inclusion and Belonging. As an equal opportunity employer, we are committed to attracting and hiring qualified individuals from diverse backgrounds, experiences and abilities. We strive to create a respectful, inclusive workplace free from discrimination, harassment and bullying.

Privacy

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.