Specialist - Customer Insights And Personalisation

About the role

The Specialist – Customer Insights and Personalisation will turn complex customer data into actionable insights that enhance experience, loyalty and commercial performance. You will work closely with CRM, digital, CX and data engineering teams to design data‑driven personalisation strategies.

Key responsibilities

• Analyse customer behaviour across channels, segments and lifecycle stages to identify pain points, drop‑offs and growth opportunities.
• Design, build and maintain predictive models such as churn, propensity, next‑best‑action, CLV and recommendation systems.
• Partner with CRM and Digital teams to activate personalised campaigns, optimise offers and support CDP and AdTech roll‑outs.
• Design and evaluate A/B and multivariate tests for new experiences and campaigns.
• Collaborate with data engineering/IT to ensure robust pipelines, data integrity and unified customer data.
• Develop customer segments using clustering, RFM and behavioural analytics.
• Create dashboards, KPIs and self‑serve tools for business stakeholders.
• Communicate insights through clear narratives and ensure GDPR compliance and bias checks.
• Measure ROI, uplift and attribution for marketing and product initiatives.

Required profile

• Bachelor’s degree or higher.
• Minimum 4 years of experience in data science or advanced analytics, preferably in retail, travel, e‑commerce, telecom or loyalty sectors.
• Fluent English.
• Strong knowledge of statistics, experiment design and predictive modelling.

Required skills

• Python
• SQL
• Data visualisation tools (e.g., Tableau)
• Cloud platforms (Azure, AWS, GCP)
• Machine‑learning frameworks (scikit‑learn, XGBoost, TensorFlow, PyTorch)
• Statistical analysis and experiment design
• Predictive modelling and clustering techniques