HK Express is Hong Kong’s first and only low-cost carrier, always offering great value, affordable fares on one of the youngest and most modern aircraft fleets in the world.

Like you, and just like many people across Asia, we love to travel and discover new places across the world’s most diverse and dynamic region; and at HK Express, we’re opening up new travel experiences that inspire and invigorate millions of people across the region we’re proud to call home.  Everything we do is focused on encouraging the spirit of adventure. Our routes provide the inspiration and spontaneity to try somewhere new, disrupting monotonous modern life. As we continue to open up new routes, often in secondary and emerging destinations, our passengers will gain access to an incredible range of places, exploring hidden gems and experiencing local cultures.

We have a diverse and vibrant team that embodies the adventurous spirit of our customers, and loves to travel too. Join us in this journey to make your career even more fulfilling and rewarding. 

Role Purpose

The Specialist, Business Insights will support the design and implementation of the airline’s customer experience and data-informed initiatives. Reporting to the Manager, Business Insights, this role concentrates on delivering results that support the Company’s strategic objectives, turning customer insights into actions, and producing measurable business impact through robust analytics and practical recommendations.

Key Responsibilities

• Analyse data from journey experience surveys and brand health trackers to identify key trends and issues, enabling timely actions and guiding long-term improvements through regular reporting.
• Collaborate with relevant teams to understand needs for voice of customer, design and build data dashboards that deliver actionable insights. This includes integrating data from journey experience surveys and other data points.
• Assist to conduct explorative studies on new products and services, covering design, planning, stakeholder coordination, and ensuring quality and relevancy with stakeholders.
• Leverage AI and NLP tools to analyse customer feedback, uncover sentiment and key themes, and deliver actionable insights that deepen understanding of customer perceptions and drive business improvements.
• Conduct research to understand new markets, analsze the competitive landscape, identify emerging trends, and provide insights that inform customer acquisition strategies and business growth opportunities.
• Support ad hoc requests involving desktop research, competitive analysis and benchmarking exercises, covering all stages of the customer experience journey as required.
• Maintain data collection platforms, coordinate with research partners, and manage administrative tasks.

Qualifications

• Bachelor’s degree in business, statistics, marketing, hospitality or a related field.
• At least 2 years’ experience in customer insights, data analytics, market research, or internships demonstrating relevant skills.
• Data visualisation and storytelling abilities, proficient in PowerPoint to turn findings into clear, actionable recommendations. Experience with Qualtrics or similar tools is a key advantage.
• Strong analytical and problem solving skills, proficient in Excel with basic statistical concepts. Experience with Google Cloud BigQuery, Power BI or Looker Studio is an advantage.
• Good command of English and Cantonese, Mandarin is a valued addition.

Desirable Qualities

• Good communicator and presenter with strong stakeholder management skills. Comfortable with influencing cross functional teams and translating insights into actionable business decisions.
• Self starter who is proactive, curious, and growth oriented, with a keen interest in innovative solutions and continuous improvement.
• Detail minded with strong project management skills to plan, prioritise, and deliver results on time.

Your Future Work Life

• Fly anywhere we fly for free with your friends and family to explore the world
• Hybrid working with flexibility in workplace and working hours to foster work-life harmony
• Open office to collaborate, connect and share great ideas
• Energetic and multicultural teammates from up to 50 nationalities!
• Company-organized shuttle buses connecting the workplace with major locations in the HK Island, Kowloon and N.T.