Manager Guest Insights and Analytics

Synopsis

The Manager Guest Insights & Analytics is responsible for leveraging advanced analytics and modelling techniques to deeply understand and optimise the end-to-end guest experience and journey. This role focuses on building predictive models enabling data-driven decision making across product, marketing and customer journey teams, including the delivery of a customer lifetime value and churn model. The manager will play a critical role in identifying high-value customers and segments, predicting behaviour, and driving targeted strategies to maximise retention, engagement and long-term growth.  

Accountabilities

Develop predictive modelling and analytics models to categorise and target guests e.g. CLV and churn Support experimentation and A/B testing to validate guest retention and engagement strategies  Monitor the impact of interventions and outcomes of churn and customer value models Segment guests based on behavioural, demographic and transactional data to inform strategy  Collaborate with Product, Customer Journey and Marketing teams to translate insights into action Provide clear actionable recommendations through dashboards, reports and presentations Partner with stakeholders to ensure clean, reliable data pipelines for modelling Maintain documentation and version control of models and methodologies

Education & Experience

Bachelors in Data Science, Statistics, Business Analytics or a related degree

Masters degree preferred, especially in areas related to operational research or applied economics

5+ years experience in analytics or data science or marketing analytics, ideally in an airline, travel or loyalty-driven business

Proven expertise building CLV and churn models using tools like Prython R, SQL or similar

Familiarity with airline data sources e.g. PNR, GDS, loyalty program databases) and customer-facing systems (e.g. mobile apps, kiosks)

Strong ability to communicate complex insights to senior leadership and non-technical stakeholders

Experience with BI tools e.g. Power BI, Tableu and journey orchestration platform e.g. Salesforce, Adobe  Experience Platform ideal