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Company Overview: This airline is a prominent full-service carrier renowned for its premium travel experiences. They offer a wide range of cabin classes, including Suites, Business Class, Premium Economy, and Economy. Their in-flight service is legendary, with award-winning cuisine, extensive entertainment options, and comfortable cabins.
Senior Executive / Assistant Manager Customer Services Data Analytics
Job Description:
The successful candidate will be part of the Customer Services Data Analytics (CSDA) squad in the Ground Experience Development (GED) department, Customer Services & Operations (CSO) division. He/she will be responsible in all aspects of data analytics for the department with the objective of improving customer experience and operational efficiency for the CSO division. In addition, he/she will be the point person in the division working with business units and the IT Division to leverage the use of Generative AI to enhance customer experience and staff productivity. Reporting directly to Vice President Ground Experience Development, the successful candidate shall collaborate with business units in the CSO division, IT Department and service providers to develop and implement solutions that will facilitate data analytics across multiple source systems for stakeholders to have clear insights and be able to make informed, data-driven decisions.
Key Responsibilities:
Review data initiatives to ensure that outcomes are aligned with business objectives. This involves working closely with business units to identify problem statements and business processes and to prioritize initiatives based on business value and outcome against a set budget.
Lead the CSDA squad (Scrum Master, developers and data engineers) to apply best practices in Agile product delivery and identify opportunities to optimize resources and seek innovative solutions to problem statements.
Ensure robustness of User Acceptance Testing and manage initiative delivery timelines against business needs and available resources.
Liaise with business units in the CSO division to review and implement initiatives that leverage on GenAI, where practical and ensure that such initiatives are implemented in compliance to the GenAI governance framework.
Investigate data discrepancies, quality issues and any EIM or Tableau related issues within the division and implement robust system fixes when required.
Promote a data-driven mindset among business users through regular communications and engagement.
Provide guidance to business users on queries related to data analytics and dashboard development.
Administrative tasks for the CSDA squad.
Working with ambiguity in a data discovery role
Requirements:
Bachelor’s Degree majoring in Data Science and Analytics, Business Analytics, Computer Science or Information Technology
Professional Scrum Product Owner (PSPO) certification is desirable
Tableau Desktop certification is desirable
Experience in agile methodology is desirable
Experience in data analytics is desirable
Experience in design thinking
Experience in developing data query pipelines using programs such as SQL and MS Excel
Experience in operationalizing and designing data visualizations using software such as Tableau
Experience in project management
At least 3 years of working experience in a relevant role
Comfortable working with big data and ambiguity
Open and inquisitive mind
Loves challenges
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