Customer Insights Manager in Etihad AbuDhabi,UnitedArabEmirates
Website Etihad
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About the job
It’s an exciting time to work for Etihad Airways ; we’ve grown from a national carrier to a global airline, transforming the industry through creativity and innovation with a clear drive to optimize commercial value whilst delivering exceptional products and services to our guests.
An analytics manager leads a team of analytics specialists to effectively leverage enterprise data resources to answer complex business problems and pro-actively identify and communicate opportunities for incremental revenue generation or cost-saving.
They will mentor team members to employ their advanced analytical skills and leverage the wider analytical toolkit, to analyse and visualize information effectively. He/she will help answer the highest value analytical questions posed by departments across Etihad Airways to the Enterprise Analytics Team.
Accountabilities
• Working with the Engagement Managers to analyse requirements and identify or design the solution to a problemequirement
• Experience in customer centric work streams: NPS (Net Promoter Score), customer feedback data (survey analysis, Facebook / Twitter conversation analysis), contact centre analytics, guest relations analytics, target setting for NPS & touch point satisfaction scores.
• Lead a team of analytics specialists to effectively leverage enterprise data resources to answer complex business problems
• Lead a team of analytics specialists to pro-actively identify and communicate opportunities for incremental revenue generation or cost saving
• Coach and mentor, a team of analytics professionals – ensuring their professional and learning growth is supported and aligned with the department’s goals and strategy
• Identify opportunities for automation and improvements to approach in each analysis performed, make recommendations to wider team as to priorities for further development
• Ensure key processes are documented – maintain documentation repository of solutions. They should have strong communication and interpersonal skills, to effectively work across a multi-disciplined environment and maintain senior-level relationships across the business. They will stay up to date with industry-leading BI capabilities.
Education & Experience
• Minimum bachelor’s degree or anything above
• Minimum 5 years’ experience in field
• Should demonstrate competency in at least 1 of each of the following analytical disciplines and techniques:
Segmentation, Regression analysis, Machine learning, Clustering, Forecasting, Trend analysis, Demand prediction, Planning, budgeting, Optimisation, Monte Carlo analysis, Probability, Risk assessment, Web analytics, Survey and questionnaire design
• Qualitative analysis, Operational Research, Business Process (re) engineering
• Proven knowledge of Microsoft Office and query tools including the wider analytics toolkit eg. Power BI, SQL, SPSS, SAS, Business Objects, Cloudera
Company: Etihad
Vacancy Type: Full Time
Job Location: AbuDhabi,UnitedArabEmirates
Application Deadline: N/A
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