Voice of the Customer Specialist

4 weeks ago

Metro Manila Philippines Philippine Airlines Full time
Are you looking for a career opportunity in the aviation industry? Here’s your chance to build a great career with a world-class airline. Why Join Us?
  • Asia’s First and Longest-Serving Airline
  • Enjoy travel perks for you and your family
  • Collaborative work culture and environment
Who Are We Looking For?
  • Experience in quantitative and qualitative research or studies
  • Understanding of the customer journey in an airline setting
  • Proficiency in analyzing customer feedback from various sources (surveys, social media, complaints, etc.)
  • Experience with VoC platforms (e.g., Medallia, Qualtrics, InMoment) and data visualization tools (e.g., Power BI, Tableau)
What’s The Role About?

Implement strategies for the Voice of Customer Program by monitoring, analyzing, and providing insights on customer experience metrics across the entire journey. The goal is to identify opportunities to enhance the customer experience and increase lifetime value.

Major Responsibilities
  • Generate monthly analysis based on post-flight and post-transaction surveys, supplemented by transactional data and industry benchmarks to support findings
  • Collect, clean, and process customer data; create tables, charts, and graphs illustrating overall experience, ratings per touchpoint, customer segments, airports, and routes
  • Define survey objectives and develop VOC briefs with proposed design and methodology
  • Prepare survey materials and sample datasets for field studies
  • Set benchmarking study objectives aligned with stakeholders
  • Conduct benchmarking via desk research or direct assessment
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