Product & Services Analyst

February 17, 2025

Air Niugini is looking for a Product and Service Analyst to join our Customer Engagement team. This role involves analyzing customer feedback, tracking complaints, and providing actionable insights to drive the continuous improvement of our products and services.               

Key Responsibilities:

• Collect and analyse customer feedback from various channels including surveys, social media, and direct communications.
• Identify trends, patterns, and root causes of customer satisfaction and dissatisfaction.
• Prepare detailed reports and presentations on customer feedback analysis for management review
• Generate regular reports on complaint statistics, resolution times, and common issues.
• Work with the Product Development team to suggest enhancements based on customer feedback.
• Assist in the development and implementation of new product offerings and service delivery processes.
• Provide data-driven insights to support the improvement of service delivery processes with KPI’s and Net Promoter Score, Voice of the Customer
• Ensure all reports and documentation comply with company standards and policies
• Maintain accurate and up-to-date documentation of all analysis and reports
• Evaluate the effectiveness of service delivery enhancements and recommend further improvements.
• Be a champion for change

Qualifications and Experience

• Degree in Business & Development or equivalent
• 3-5 years’ work experience in Customer Engagement or equivalent
• 3-5 years’ experience working in aviation

 Technical & Behavioural Competencies

• Analytical Thinking
• Communications
• Managing Resources
• Team Leadership & Teamwork
• Negotiating & Project Management
• Process/Quality Focus
• Customer Service Orientation
• Employee Focus
• Collaboration & Resilience
• Drive Change & Innovation

Email your CV, copies of your certificates, references and current contact details to recruitment@airniugini.com.pg by Friday 28^th February, 2025