The Manager Guest Insights & Analytics is responsible for leveraging advanced analytics and modeling techniques to deeply understand and optimize the end-to-end guest experience and journey. This role focuses on building predictive models that enable data-driven decision-making across product, marketing, and customer journey teams. Key responsibilities include delivering a customer lifetime value (CLV) and churn model, identifying high-value customers and segments, predicting behavior, and driving targeted strategies to maximize retention, engagement, and long-term growth.
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Key Accountabilities:
- Develop predictive modeling and analytics models to categorize 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 behavioral, 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 modeling
- Maintain documentation and version control of models and methodologies
Education & Experience Requirements:
- Bachelor’s degree in Data Science, Statistics, Business Analytics, or a related field; master’s degree preferred (especially in operational research or applied economics)
- 5+ years of experience in analytics, data science, or marketing analytics, ideally in an airline, travel, or loyalty-driven business
- Proven expertise in building CLV and churn models using tools such as Python, 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, Tableau) and journey orchestration platforms (e.g., Salesforce, Adobe Experience Platform)
About the company:
The company, the national airline of the UAE, was formed in 2003 and has quickly become one of the world’s leading airlines. Based in Abu Dhabi, the company operates flights to various passenger and cargo destinations across the Middle East, Africa, Europe, Asia, Australia, and North America. The airline has received numerous awards for its service and products, and is committed to its ambitious Journey 2030 strategy, which aims to double its fleet size and triple the number of customers within six years. For more information, visit the company's website.
Recruitment Fraud Alert:
Beware of fraudulent job offers claiming to represent the company. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews will be conducted face-to-face or via video/telephone before any formal offer. Treat any request for money as fraudulent.
