KEY RESPONSIBILITIES

• Develops and leads the airline’s customer insight’s function, (Customer 360 infrastructure) ensuring deep understanding of passenger behaviors, needs, and preferences. Enhance VOC (Voice of Customer) programs.
• Leverages customer data, feedback, and journey mapping to drive measurable customer experience improvements across all touchpoints.
• Works closely with Revenue, Marketing, Digital, and Operations teams to translate insights into actionable strategies.
• Works closely with Revenue, Marketing, Digital, and Operations teams to translate insights into actionable strategies.
• Builds data-driven customer personas to optimize marketing campaigns and service offerings.
• Develops real-time personalization models to improve ancillary sales, loyalty engagement, and upselling opportunities.
• Works with IT & Digital teams to enhance personalization on flydubai’s website, mobile app, and digital communications.
• Implements real-time recommendations, dynamic pricing, and tailored promotions based on customer behavior.
• Enhances chatbot AI and Customer Relationship Management (CRM) automation for improved customer self-service and proactive issue resolution.
• Collaborates with the Loyalty Team to drive data-led customer retention strategies to boost loyalty program effectiveness.
• Optimizes CRM segmentation to increase engagement and retention for Skywards members.
• Introduces predictive analytics to forecast customer churn and high-value customer retention tactics.
• Leads a team of data analysts, Customer Experience (CX) researchers, and personalization specialists.
• Acts as the CX data champion within flydubai, ensuring insights drive decision-making across departments.
• Presents findings and CX impact reports to senior leadership, influencing airline-wide strategy.

QUALIFICATIONS

• Bachelor's Degree (3+ years)
• Bachelor’s degree in Computer or Data Science or related field (MBA preferred)
• Fluent in English (other languages an advantage)
• Experience in Customer Experience, Data Analytics, Personalization, or Digital Transformation (preferably in aviation, travel, or hospitality). Customer Analytics & Insights: Strong experience in data mining, customer segmentation, and predictive analytics. AI & Personalization Expertise: Proven ability to leverage AI, ML models, and automation for hyper-personalized experiences. CX Metrics & Performance Measurement: Deep understanding of NPS, CSAT, CES (Customer Effort Score), and other CX metrics. Digital & Omni-Channel Strategy: Experience in digital transformation, e-commerce, and CRM-driven personalization.
• Strong knowledge of customer analytics tools (Google Analytics, Adobe Analytics, SQL, Tableau, Power BI, etc.). Experience with CRM systems (Salesforce, Oracle, Amadeus, etc.) and loyalty program optimization. Expertise in AI-driven personalization tools, recommendation engines, and marketing automation.
• 10 - 12 years