Job Description

MAIN OBJECTIVE OF ROLE: To develop and execute a data-driven customer strategy that enhances flydubai's customer experience through actionable insights, segmentation, and hyper-personalized engagement, driving customer-centric innovation to improve loyalty, satisfaction, and revenue growth. 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

COMPETENCIES:
Customer Focus Teamwork Effective Communication Personal Accountability & Commitment to achieve Resilience & Flexibility (Can do attitude) Decision Making Inspiring & Developing Others Strategic Thinking Business Acumen

ISR Requirements: Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.