Manager (Customer insights)
| Company Name: | Etihad Airways |
| Employment Type: | Full Time |
| Location: | Abu Dhabi |
| Experience: | 5+ years |
| Degree: | Bachelor |
| Gender: | Any |
| Age: | Any |
| Nationality: | Any |
| Salary: | Unspecified |
| No. Of Vacancies: | 1 |
| Job Description: |
| Synopsis 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 problem/requirement • 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 About Etihad Airways Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board. |
