Customer Experience Data Analyst

Full Time

FlyDubai

At flydubai, we're committed to taking more people, to more places, more often with a travel experience that’s affordable and comfortable. Whether it’s our flexible fares or our flying experience, there are plenty of reasons to choose flydubai.
  • Job Roles:
    To support the customer experience team and business stakeholders with data insights from multiple customer feedback channels.

    The insights should be accurate, reliable, regular and easy to understand to support business decisions and help priorities change where improvement in the customer journey or product benefits are required.

    Job Details:

  • Evaluates and conducts investigations where customer trends change in customer complaints, behavior’s or new product initiatives and require monitoring.
  • Creates meaningful insights for the required stakeholders to drive change, where needed.
  • Acts as the subject matter expert for all Customer related surveys. Creates the English master language and coordinates accurate translation into Arabic and Russian.
  • Develops and maintains data daily which originates from multiple customer and operational data sources including CRM, Tableau, power BI, YouGov and iAuditor mystery shopper applications.
  • Maintains and ensures data accuracy and integrity for all users is relevant and contributes to drive business decisions as required.
  • Designs and deploys dashboards that convert data into valuable customer insights that are visually engaging, easy to understand, timely and impacts decisions to change for required business goals.
  • Creates and maintains a suite of product slides to support the customer experience data insights for CEO bi-monthly meetings to support customer perception regarding end-to-end product with satisfaction metrics and net promoter scores.
  • Creates and manages the integration of survey creation on the inflight entertainment system and ensures data can successfully contribute to customer satisfaction.
  • Challenges data trends and actions additional surveys for greater in-depth understanding of customer feedback for product improvements or additional feedback at stakeholders request.
  • Maintains and designs insights for YouGov data to understand customer feedback with multiple metrics to identify flydubai brand perception against other airlines.
  • Assists with special projects for proactive analysis on flights and segmentation of data which is not part of any of the standard dashboards or reports.
  • The special project may also include an adhoc survey or additional YouGov segmentation or additional trigger questions as required.
  • Qualifications
  • MINIMUM QUALIFICATIONS / EXPERIENCE/ KNOWLEDGE / SKILLS
  • Minimum Qualification
  • Customer Focus
  • Team work
  • Effective Communication
  • Personal Accountability & Commitment to achieve
  • Resilience and Flexibility (Can do attitude)
  • Bachelor’s Degree (or equivalent)
  • Degree in Statistics or Business Data Science preferred
  • Experience
  • Preferred No. of Years (with Relevant Degree) – 4
  • Systems, Licensing, Language or Certification Requirements
  • Tableau or Power BI Certification
  • SQL Scripts
  • Salesforce
  • CORE COMPETENCIES

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.

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