Senior Officer, Consumer Quality Insights & Improvement

About the Role

As Senior Officer, Consumer Quality Insights & Improvement, you'll turn consumer feedback into insight, and insight into action. You'll analyze data and generate reports from multiple sources, then coordinate across teams to drive improvement — from routine, timely reporting through to projects that improve how our functions work and lift product and service quality.

Key accountabilities

Data & Insights

• Consolidate and analyze consumer voice from RMA, Voice of Consumer, and Quality Care into a clear picture of product and service quality.
• Develop and deliver reports with actionable recommendations that enhance product quality and consumer satisfaction.
• Build, maintain, and improve dashboards that let stakeholders monitor consumer feedback and track improvement.
• Support end-to-end, after-launch initiatives, including expanding our consumer-voice channels.
• Contribute to AI and automation initiatives that make the data team's insight generation faster and more scalable.

Improvement & Coordination

• Serve as a point of contact for Quality Care, receiving feedback from global retail and distribution centers.
• Support the ways of working, workflows, and tracking framework for Quality Care inputs.
• Coordinate product-enhancement projects across overseas, plant, and Thailand teams.
• Act as project manager for assigned improvement actions, securing timelines and keeping status and plans current.
• Support knowledge-sharing and training on consumer quality by contributing trends, insights, and learning materials for stakeholders.

What we're looking for

• Curiosity — you ask questions, seek improvement, and love driving new things.
• Creativity — you find new answers to old questions and enjoy learning new methods and systems.
• Resilience — you stay steady through setbacks, bounce back quickly, and adapt fast to change.
• Data-driven, with an interest in AI — you extract insight with clear, concrete logic.
• Communication and storytelling — you connect people, build a positive working environment, and turn data into a clear story people can act on.

Qualifications

• Bachelor's degree or above in Engineering, Computer/Data Science, Statistics, or a business field.
• 2–3 years' experience in business analysis, project or improvement management, or quality engineering.
• Experience in a manufacturing environment or interest in the jewelry industry is a plus.
• Good proficiency in both English and Thai, written and spoken.