Principal Data Analyst - Customer Analytics

Your day-to-day

• Managing a team of analysts working across multiple stakeholder groups including product, marketing, customer operations and platform teams
• Acting as the key analytics partner for the Customer domain, helping loveholidays understand our customers across the full journey from consideration and booking through to pre-departure, in-holiday support and post-holiday engagement
• Levelling up analytical influence on strategic and tactical decisions, leveraging data to deeply understand customer behaviour, customer value, retention, satisfaction and operational experience
• Setting standards for high quality visualisations and reports (we use Looker)
• Partnering with stakeholders to build measurement frameworks that show where customers experience friction, how well we support them, and where there are opportunities to improve satisfaction, retention and repeat booking
• Working closely with analysts, engineers, product managers and operational teams to ensure data products meet the needs of stakeholders and reporting

Your skillset

• Expert capabilities across analyst tooling - incl. SQL and experience with analytical engineering tools such as dbt
• Experience using a visualisation tool such as Tableau or Looker
• Experience leveraging AI tooling for delivery, with enthusiasm for transforming how we build and interact with data
• Extensive experience in customer, product, marketing, lifecycle or customer operations analytics
• Collaborative approach and good relationship builder - with proven experience of stakeholder engagement and a reputation for strategic thinking
• A strong desire for agency, with the ability and desire to own projects from brief through to delivery, and proactively advise with insight
• Curiosity and the application of systems thinking to join the dots between customer behaviour, operational processes, commercial outcomes and product experience
• Experience leading small to medium sized teams of analysts in a fast paced environment

Desirable

• Experience with a version control system such as git
• Experience of a programming language such as Python or R.

The interview journey

• Meeting with a member of the Talent team
• 1st stage interview with the hiring manager
• Technical Interview
• Presentation stage - presenting back to a panel of stakeholders you would work with in the role
• Final interview with a senior stakeholder