Senior Officer – Customer Insights & Personalisation

About the role

The Senior Officer – Customer Insights & Personalisation will turn modeled customer data into clear, actionable insights that improve the customer experience, support business decisions and drive personalisation initiatives across flydubai.

Key responsibilities

• Analyse customer behaviour, lifecycle trends, digital interactions and transaction patterns to generate insights that boost engagement and business performance.
• Build and maintain dashboards, scorecards and reports tracking KPIs such as engagement, retention, NPS and loyalty.
• Develop and refine customer segments and personas using behavioural, demographic and value‑based attributes.
• Provide KPI‑driven insights to enhance segmentation, offers and channel effectiveness.
• Support design, execution and analysis of experiments across marketing and digital channels.
• Translate analytical findings into clear, compelling insights for stakeholders.
• Conduct deep‑dive analyses to identify opportunities, pain points and business drivers.
• Offer analytical support for targeted campaigns and personalised experiences.
• Build frameworks to measure the impact of customer journeys on retention and value.

Required profile

• Bachelor’s degree.
• Minimum 3 years of experience in analytics or business intelligence, preferably in retail, e‑commerce, travel, telecom or loyalty sectors.
• Fluent English.
• Strong proficiency in SQL and Excel.
• Experience with data‑visualisation tools such as Tableau or Looker.
• Understanding of CX analytics, customer datasets and digital behaviour metrics.

Required skills

• SQL
• Excel
• Tableau
• Looker