Role: Senior Data Scientist – Product & Customer Analytics Location: Office in West London / MiddlesexRemuneration: £55,000 – £70,000 base + 15% bonus, + travel concessions post 6 months of service worth tens of thousands as well as a deep roster of other benefits
Remember the last time you booked a holiday online?
How ergonomic was the buying journey?
Did it give you the opportunity to upgrade, make requests, personalise the trip?
After booking, how easy was it to make changes, cancel a flight, book connections and transportation?
Did it offer sundry sales opportunities to you too? Such as champagne on flight, or pre-book tours and excursions?
All the above are examples of projects in this travel giant’s roadmap.
Their current digital estate is due for an upgrade, and it’s going to lead to one of their biggest investments in tech in years.
The underlying programme is to enable the ability to not just drive a more sophisticated customer experience through better connected systems and capabilities. But also improve customer experience by embedding technology and capabilities which allow for improved self-service tools and functions. Leading to improvements in customer’s ability to self-resolve issues, improving cost to serve and uplifting customer experience scores too.
Where you fit in is in owning the business case behind some of these projects.
This is an advanced analytics position, but where it’s successful is in the marrying of both evaluating commercial opportunity, and understand where and how to get the data which will enable this opportunity to be brought to life. To test it, prove the concept and move it into production.
Recognising how to bring the 2 together is critical to the success of your role. A lot of what you’ll be doing is centred around research and innovation. Identifying the commercial opportunity which could be unlocked by bringing together the right data into the right solution which can bring commercial value when it’s productised into a customer facing proposition.
Create new commercial opportunities which either create new or incremental revenue streams for the business.
In addition, there’s real interest in opportunities to improve customer experiences through automation too. Getting siloed data stacks to combine and communicate, translated into an ergonomic customer solution which reduces pain points and improves digital automation.
This is a programme with a 5 year journey ahead. Kicking off with a £300-500m investment with the aim of creating one of the biggest customer experience transformation programmes on behalf of a business which services 200 locations and tens of millions of customers a year.
At the core is a major digital change. Including technology stack which drives pricing systems, booking engines, reservation management platforms and customer portals.
These changes will connect systems and data in a way they’ve not been able to do to date. Giving so much opportunity to create new experiences, services, customer management opportunities and tons more. Resulting in one of the largest transformations in customer centric digital capabilities the business has ever delivered.
You’ll be joining at the start of this journey. Defining the business opportunities in more detail. Identifying what data is and will become available. How it can be harnessed and used. Identifying the value proposition for it in application. Creating new revenue streams, incrementing on others, providing improved automated experiences for consumers and lots more.
Applying creative logic in how the company’s data assets can be turned into these kind of concepts, defining the business benefit, ensuring assumptions are robust and accurately forecasting potential revenue and impact on things like NPS.
Drawing up the strategy for measuring performance of these concepts, including A/B testing, presenting both business and customer benefit to senior leadership for approval and sign off to be scaled and rolled out.
There’s incredible scope with this, and you’ll be joining at the point where ideas are being generated and tested.
What you’ll end up creating will move this business forward significantly in terms of data driven digital innovation, creating a major step-change in customer experiences and revenue driving service offerings.
What we’re looking for in you
Want to Apply? Here’s how:
You can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward.
Or, for a chat and more information please contact me on:
Colin Doree Head of Recruitment, DataBlue Pelican