Nor Aida Mohd Nordin, Capm
About Nor Aida Mohd Nordin, Capm
Nor Aida Mohd Nordin is an Assistant Manager in Customer Insights at AirAsia, where she prepares performance benchmarking analyses and manages customer happiness insights. She has a background in human resources and project support, with previous roles at SapuraKencana Petroleum Berhad and experience in various positions at AirAsia since 2016.
Work at AirAsia
Nor Aida Mohd Nordin serves as the Assistant Manager of Customer Insights and Customer Happiness at AirAsia, a position she has held since 2021. In this role, she prepares benchmarking analyses for team performance against targets and assists with forecasting to set Key Performance Indicators (KPIs). She performs continual analysis of current performance, noting historical trends, and conducts real-time re-forecasting to make necessary adjustments. Additionally, she owns the airlines and e-commerce's Net Promoter Score (NPS) dashboards and reports monthly performance to the CEOs and stakeholders. She also oversees the Workforce Management function, planning and forecasting staffing requirements to support multi-department contact center operations.
Education and Expertise
Nor Aida studied at Redbeat Academy, now known as AirAsia Academy, where she completed a Tech Reskilling/Upskilling Program in Data Analytics and Machine Learning in 2020. She also holds a Bachelor of Science degree in Industrial Engineering from Purdue University, which she attended from 2008 to 2012. Her foundational education includes a Malaysian Certificate of Education from SMK Damansara Utama, where she focused on Pure Science from 2002 to 2006. This educational background supports her expertise in data analysis and customer insights.
Background
Before joining AirAsia, Nor Aida worked at SapuraKencana Petroleum Berhad in various roles, including Human Resources Executive and Project Support Engineer in the Performance Management Department and Project Management Office. Her tenure at SapuraKencana lasted from 2014 to 2016. She also has experience in the food service industry, having worked as a Barista at The Coffee Bean & Tea Leaf in 2007 and as a Food Service Worker at Purdue University in 2009.
Achievements
At AirAsia, Nor Aida has led a team of analysts specializing in reporting, workforce management, and NPS. She serves as the first point of contact for Customer Happiness insights and data-related projects. Her role involves delivering daily, weekly, and monthly reporting at the CEO and Group Head level, as well as collaborating with the Head of Customer Development to identify customer journey development opportunities. These responsibilities highlight her contributions to enhancing customer experiences and operational efficiency within the organization.