Manager Data Insights – Etihad Airways – Uae

lead an Insights team that will work on a wide variety of initiatives all designed to take exponential steps forward in customer engagement. The Insights Manger will be accountable for identifying data-driven insights that are tested and result in incremental customer engagement. Key responsibilities include: educating internal partners on how to utilize customer segmentation and insights to make data-driven decisions, accountability for delivering product and service focused insights, ideation and creation of minimum viable products (MVPs) to improve customer engagement. Establishing and maintaining cross department relationships and the ability to influence decision makers to test data-driven recommendations are key determinants for success in this position.

SPECIFIC RESPONSIBILITIES

Responsible for leveraging the smarter use of Data (Customer, Transactional, Competitor, Market & 3rd Party, etc.) to provide insights & paint an increasingly vivid picture of Customers/Prospects to support key Business Areas and Projects
Manage initiatives relating the smarter use of partner data. This includes meeting with executives of outside partners to identify use cases, creation of an action plans, execution and success measurement
Run advanced analytical techniques on large data sets (consisting of both structured and unstructured or big data) in order to identify insights and increase the understanding of customers, risks and opportunities to impact engagement
Create visual interactive customer profiles in order to empower better decisions
Present analytical findings in a concise manner, with clear reference to business impacts and potential solutions. Provide regular and timely KPI reporting including trend and gap analysis to relevant stakeholders
Lead the Hala Testing Task Force and evangelize the Hala testing culture in order to apply best practices and educate the wider team on the importance and impact of testing. Key accountability since effective testing helps give customer a voice
Lead Agile Teams to provide Analytical Support to the Stakeholder requirements including hypothesis testing, feasibility analysis & results measurement
Partner with the digital marketing and innovation teams to leverage new and existing technologies to creation of Minimum Viable Products (MVPs) that use customer data to improve customer experience. Includes ideation, data analysis, design, testing, and field collection of customer feedback, results analysis and recommendations to incorporate into final solution
Lead projects that identify opportunities which use new and existing technology that will exponentially increase the ease of doing business with a wide variety of touch points, including the FFP. Opportunities must be data (Big and Small) and/or research driven to drive changes which are transformative rather than merely incremental
Stakeholder Management: Create authentic and strong business relationships with a wide variety of internal stakeholders. Understand goals of partners and help them achieve goals while simultaneously achieving the goals of the Hala Group

EDUCATION & EXPERIENCE
Master’s degree in aviation, engineering, economics, or math
8+ years’ experience in digital, analytical, or start-up environment OR 3+ years’ experience directly managing the customer analytics and insights team for a world-class airline
Applied rather than theoretical mind-set
Highly experienced in marketing analytics and the application of analytics to customer/prospect value generation. Proven leadership, communication, influencing skills

TRAINING & KNOWLEDGE
Machine learning and data discovery. SQL, SPSS, Hadoop, Cloudera, Azure programming skills

About Etihad Airways

Etihad Aviation Group (EAG) is a diversified global aviation and travel group comprising five business divisions – Etihad Airways, the national airline of the United Arab Emirates, Etihad Airways Engineering, Etihad Airport Services, Hala Group and Airline Equity Partners. The group has minority investments in six airlines: airberlin, Air Serbia, Air Seychelles, Alitalia, Jet Airways and Virgin Australia.

From its Abu Dhabi base, Etihad Airways flies to, or has announced plans to serve, more than 110 passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and the Americas. The airline has a fleet of over 120 Airbus and Boeing aircraft. In 2013, it placed firm orders for 204 aircraft, which included 71 Boeing 787s, 25 Boeing 777Xs, 62 Airbus A350s and 10 Airbus A380s. For more information, please visit: etihad.com

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