This leadership role is an exciting opportunity to drive the development of customer understanding and insights, which will inform our commercial and marketing planning. Key responsibilities include: Develop a deeper understanding of our customers through behavioural and attitudinal segmentations, as well as unified customer data. Provide reporting and insights on customer journeys, from prospects to VA advocates. Identifying levers to influence customer behaviour driving improvements in CX and revenue Create actionable insight on how to deepen relationships and life time value by transitioning customers across segments Enhancing brand loyalty and frequency across VA and our Skyteam global network. Creating playbooks to determine strategic and tactical commercial & marketing actions. Leading the change in data-led customer understanding with cross-team working to ensure alignment and achievement of agreed outcomes. About you Extensive experience of data & insight leadership that has driven demonstrable strategic and tactical operational changes and revenue improvements Experience in communicating and presenting effectively to C-suite level alongside being able to handle pressure and challenge to continually deliver and improve the businesses customer led decision making Cross-functional leadership, with capabilities to build a strong customer narrative to influence and shape other departmental thinking and plans Excellent stakeholder management skills to convey expertise and the ability to easily form effective cross-team working relationships Excellent organizational, decision making and prioritisation skills to focus on the insight and influence within the organisation that will have the biggest impact Excellent logical & technical capability to interrogate data, insight and how this can be turned into an actionable plan