Manager - Data Science & Customer Value

About the role

Shape the future of customer experience through data, AI, and innovation. Lead advanced analytics, AI, and decision science initiatives across Customer Care, Guest Relations, Contact Centre, Digital, and Customer Experience functions to deliver measurable business value.

Key responsibilities

• Lead advanced analytics and predictive modelling to uncover business opportunities and customer insights.
• Drive AI, Machine Learning, NLP, and Generative AI adoption to enhance customer and operational performance.
• Link NPS, CSAT, sentiment, loyalty, and retention metrics to commercial and financial outcomes.
• Design and execute experimentation frameworks, including A/B testing, to optimise customer journeys.
• Partner with operational teams to improve forecasting, workforce planning, productivity, and resource utilisation.
• Develop executive dashboards and value frameworks that measure revenue impact, cost savings, and business performance.
• Act as a trusted advisor to senior leadership, translating data into strategic recommendations and business action.

Required profile

• Bachelor’s or Master’s degree in Business Analytics, Statistics, Data Science, Applied Mathematics, or Engineering.
• 7–10 years of experience in statistics, data science, advanced analytics, decision science, or customer analytics; 1–3 years in airline, travel, or transportation sector preferred.
• Proven experience delivering measurable business outcomes through advanced analytics and data science.
• Experience working with large‑scale customer and operational datasets.
• Demonstrated ability to support senior stakeholders and translate complex insights into clear business recommendations.
• Excellent communication and presentation skills; collaborative team player in a matrix, fast‑paced environment.

Required skills

• Python, R, SQL, Power BI, Tableau, Databricks, Azure Machine Learning, Advanced Excel.
• Generative AI, Machine Learning, NLP, predictive analytics, statistical modelling, experimentation and A/B testing.