Who we are 🩵
We’re the people behind the global loyalty currency, Avios, and home to three ambitious, growing businesses: IAG Loyalty, British Airways Holidays and The Wine Flyer. Each business has its own goals and strategy, but collectively we create brilliant experiences for our global customers.
We’re on a truly exciting journey of growth and transformation – we’re going places! This is where you come in.
The opportunity ✨
This is a 1 year FTC opportunity to join the Customer Domain and get fully immersed in our customers world, listening to their feedback and embedding our customer knowledge across the business to drive decision making.
Reporting directly to the Voice of the Customer Lead, the role of Customer Intelligence Analyst - Voice of Customer, is an important addition to the team. You will be accountable for listening to our customers and transforming their vision into insights for decision making and strategy implementation, being accurate in investing and designing for them.
This role is based out of our London. We call our approach to hybrid working The Blend — it’s about giving you the flexibility to choose where you do your best work, while staying connected with your team and the wider business. This means you will be required to spend at least two days per week in the office, with the rest of the time working from home. You may also be required to work from one of our other office or partner locations, based on your role and 'to do' list.
What you’ll get up to ðŸŒ
* Measure & report the main customer metrics using internal data on a regular basis (Programme performance, penetration/number of customers, enrolments, LTV, active customers, etc.)
* Listen to customers: collect & consolidate data from different sources, both internal (voice analytics from the Customer Contact Centre, research results, programme interactions) and external (social media, blogs, etc.)
* Communicate key insights & learnings with internal and external teams.
* Understand business questions through workshops or meetings and transform them into research questions
* Provide relevant insights from customer behaviour analysis, in order to generate an action plan based on business questions.
* Understand the explanatory variables & drivers that impact NPS/CSAT along the customer journey
* Unify data understanding & connect what different sources of data are telling us about the programme/currency/products
* Design Voice of Customer dashboards to develop & implement single source of data for customer intelligence to be used across the business
* Analyse and segment customers according to their behaviour, providing relevant information that helps design, improve products and customer experience
* Build a narrative and storytelling based on the analysis, to reflect the opportunities for improvement and answer the business question for each internal team, or to explain to the company our performance in the competitive context or the insights generated
* Track main KPI's on a regular basis, track the impact of changes in the proposition/pricing/non air partners, etc., and reporting them
* Work in very close collaboration with the Proposition and Strategy teams, being a member of the team
* Constantly informing and driving the company strategy forward, playing your part as a team member in making IAG Loyalty a great place to work.
* Develop and maintain exceptional Industry knowledge and be a source of loyalty best practice for others.
What we need from you 💡
* Previous experience working in Voice of the Customer and customer analytics, including measuring success and progress (experience in the loyalty industry would be a plus)
* Excellent analytical abilities using processes, systems and technology to confidently consolidate multiple data sources and identify insights
* Knowledge of analytics tools and previous experience using them
* Customer led problem solving mindset driven by immersion in customer behaviours & context
* Experience with root cause analysis, cluster analysis, LTV, behavioural science, etc.
* Well-developed relationship management skills with a demonstrated ability to; quickly create valuable relationships, gain trust, and influence and steer a wide range of stakeholders enabling you to bring Voice of the Customer into all that we do
* A passion for generating new and exciting ways for the company to utilise meaningful customer intelligence
* Highly resilient character able to demonstrate drive and ambition to reach the required goals.
* Naturally able to find the compelling narrative across diverse data sources to effectively influence stakeholders.
* Internationally astute, with an appreciation for the global dynamics of the travel industry, you will be adept at flexing your approach across various markets and cultures.
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.
We might not be right for you if:
* You only want to focus on your to-do list; we’re a small, high-performing team, we help each other to succeed.
* 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.
* 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.
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.
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