Analytics & Process Improvement Executive

Report to : Insights, Strategy & Change Manager

The job holder is primarily accountable for supporting the Customer Support Manager Process Improvements to identify and prioritise areas for improvement to the customer journey and experience by analysing the business problems / data received from all customer support channels. The role will include the improvement of the analytics functions in CCD Customer Support including but not limited to taking part in the Customer Support projects portfolio including Salesforce system enhancements and the transition to a digital dashboard reporting system.

The job holder will also support the Customer Support Manager Process Improvement to work closely with major stakeholders and to influence the design in upstream departments on minimising customer issues; therefore increasing the operational effectiveness, efficiency and responsiveness of the Customer Support team.

• Analyse and prioritise frontend customer enquiries and complaints across the customer journey
• Identify key issues, gather data to perform deep dive analysis to understand the root causes of the issues and propose actionable recommendations for stakeholders
• Support Business Units to address pain points and inconsistencies and to drive improvements
• Constant follow-up on the action items, and provide an overview of the status to the Customer Support Manager, Process Improvement
• Ensure Customer Support data feeds into our customer experience/voice of the customer programmes and to influence the design in upstream departments on minimising customer issues
• Work closely with the Customer Support Operations team to streamline the processes to improve operational efficiency
• Represent the Customer Support team in the Salesforce system enhancement project, by participating in meetings, workshops, reviewing functional specifications, preparing testing plans, performing User Acceptance Tests, and providing post-implementation support for end users
• Prepare and disseminate communication with all Customer Support hubs for the enhanced CFCS features and other process improvement initiatives when needed
• Work with DGT/IMT Department in developing digital reporting dashboard and analytical tools to quantify, analyse data and synthesise insights
• Drive integration, standardisation, automation improved efficiency and effectiveness across all systems and related processes
• Ensure timely and accurate production of required reports
• Other responsibilities as directed by the Customer Support Manager Process Improvements which include taking part in the wider CS projects portfolio

• Degree holder, with minimum 3 years’ related experience in customer complaints handling functions and/or in an analytics role.
• Strong knowledge of the customer service technology industry landscape, trends tools and techniques
• Good team player and able to work independently
• Data sensitive with strong analytical and problem-solving skills
• Strong project management skills
• Strong partnership building skills and ability to work with stakeholders of all levels
• Strong organisation, multi-tasking and time-management skills
• Fluency in English necessary, knowledge of Cantonese and Mandarin preferred

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.