The opportunity
This is a career-shaping opportunity to join a hugely exciting, highly profitable, data-driven business as it undertakes its next phase of evolution and growth.
Reporting directly to the Research Transformation Analyst, and joining our growing team, the role of Data Processor is accountable for providing research data support as we listen to our customers and transform their vision into insights for decision making and strategy implementation.
What you’ll get up to
1. Monitoring & reporting insights from our main customer metrics using primary data on a regular basis (NPS/CSAT, programme understanding, Loyalty sentiment etc.)
2. Automation: support to bring efficiencies in generation and communication of our results
3. Grow customer knowledge with internal teams (data, proposition, product, marketing) and external (airlines, IAG)
4. Listen to customers: collect & consolidate data from different sources, both internal (voice analytics from call centre, testing ideas with customers, etc.) and external (social media, blogs, etc.)
5. Understand business questions through workshops or meetings and support on transforming them into research questions
6. Design, develop & implement survey solutions according to study type and business needs
7. Fieldwork: deliver our in-house research solution to collect & analyse responses (quantitative) and ensure all results data is accurate and validated
8. Unify data: work as an active member of the VOC team with our Customer Intelligence Analysts and Market Research Managers to understand & connect what different sources of data are telling us about the programme/currency/products
9. Build strong relationships with Airline and IAGL Domain stakeholders and support the team to build their Loyalty insights
10. Constantly inform and drive the company strategy forward, playing your part as a team member in making IAG Loyalty a great place to work.
11. Develop and maintain exceptional industry knowledge and be a source of loyalty and research best practice for others.
What we need from you
1. Strong analytical approach, with highly developed attention to detail, unfazed by large amounts of data and confident in consolidating multiple data sources and insights
2. Excellent relationship management skills with a demonstrated ability to quickly create impactful and influential relationships, with the ability to gain trust, influence and steer a wide range of stakeholders enabling you to bring Voice of the Customer into all that we do.
3. Highly developed communication skills, both written and verbal, with the confidence to inspire and challenge colleagues at all levels.
4. Results-driven and unafraid to challenge the status quo and hold people accountable.
5. Naturally able to find the compelling narrative across diverse data sources to effectively influence stakeholders.
6. Adept at report building / charting and visualisations. Experience with think-cell an advantage.
7. Excellent analytical abilities using processes, systems and technology such as Advanced Excel, PowerPoint to confidently consolidate multiple data sources and identify insights. Experience with Power BI, Astrato or Tableau an advantage.
8. Experience in data cleansing including identifying and resolving inconsistencies, inaccuracies, ensuring data quality and integrity.
9. Basic SQL/Python knowledge and data management desirable.
10. Able to demonstrate customer-led problem solving mindset driven by immersion in customer behaviours & context.
11. Experience with root cause analysis, cluster analysis, LTV, behavioural science, an advantage.
We might not be right for you if:
1. You only want to focus on your to-do list; we’re a small, high-performing team, we help each other to succeed.
2. You value perfection over fast iteration and progress; IAG Loyalty moves fast, we learn and iterate as we go; our environment isn’t right for everyone.
3. You’re looking to create but not build; this is an end-to-end role, you need to be comfortable owning your space, from ideation through to delivery and review.
If you think you have what it takes but don't meet every single point above, please do still apply. We'd love to chat and see if you could be a great fit.
Equity, Diversity and Inclusion at IAG Loyalty
Our vision, 'to create the world's most rewarding experiences,' applies not only to our customers but for our colleagues too. It's about taking belonging seriously, actively fostering a culture where everyone feels welcomed and valued by embracing diverse identities, personal histories, and perspectives.
This commitment makes IAG Loyalty a rewarding place to work and enhances our ability to solve complex problems, drive innovation, and better serve our customers and communities.
Please let us know if we can make any reasonable adjustments to support your interview process with us. #J-18808-Ljbffr