Practice Analyst Customer Operations

About SITA

SITA Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

We’re the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world’s air travel industry.

You’ll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting‑edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

Purpose

Focuses on the coordination of optimizing the internal processes, tools and metrics that support the Professional Field Service team to improve the overall customer lifecycle experience and processes. Implements data rules and is responsible for ongoing monitoring of the data and can be considered the SME for their area.

Key Responsibilities

• Ensure consistency and quality of customer data in the CRM system or customer success platforms.
• Analyze customer data to identify global trends, usage patterns and potential issues covering a subset of customers through analysis of feedback (e.g. NPS).
• Track customer engagement and satisfaction metrics to assess the health of customer accounts.
• Help identify at‑risk customers and work with the Customer Operations team to develop retention strategies.
• Cooperate with Customer Operations Specialist and Managers to implement initiatives aimed at improving customer satisfaction and retention.
• Assist in the creation and execution of customer success plans.
• Prepare reports on customer metrics, engagement levels and success initiatives for internal stakeholders.
• Help analyze customer feedback and identify areas for improvement in processes, products or services.
• Monitor data quality consistency and compliance on an ongoing basis and perform regular data quality checks and remediation.

Data Management

Experience

Knowledge & Skills

Education & Qualifications

What We Offer

We’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it’s like to join our team and take a step closer to your best life ever.

Flex Week : Work from home up to 2 days / week (depending on your team's needs)

⏰ Flex Day : Make your workday suit your life and plans.

Flex‑Location : Take up to 30 days a year to work from any location in the world.

Employee Wellbeing : We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24 / 7, 365 days / year. We also offer Champion Health – a personalized platform that supports a range of wellbeing needs.