Company Overview:

IndiGo (InterGlobe Aviation Ltd) is India's largest passenger airline, primarily operating in the domestic air travel market. Known for its efficient operations, on-time performance, and affordable fares, IndiGo connects major Indian cities and also serves select international destinations. The airline plays a crucial role in facilitating travel and commerce across the country and beyond.

Role Overview:

As the Director - Customer Data Centre & CX Data Transformation Strategy, you will spearhead the development and execution of IndiGo's customer data strategy, transforming raw data into actionable insights to enhance customer experience. This role involves collaborating with cross-functional teams, including IT, marketing, operations, and customer service, to build a robust customer data centre and drive data-driven decision-making across the organization. You will be responsible for defining the roadmap for CX analytics, automation, and machine learning initiatives, ultimately leading to improved customer satisfaction, loyalty, and business performance.

Key Responsibilities:

- Develop and implement a comprehensive customer data strategy aligned with IndiGo's business objectives, ensuring data quality, governance, and security.

- Lead the design and build of a centralized Customer Data Centre (CDC), integrating data from various sources to create a unified view of the customer.

- Drive the adoption of advanced analytics techniques, including machine learning and AI, to personalize customer interactions and optimize the customer journey.

- Define and execute the roadmap for CX data transformation initiatives, leveraging automation and RPA to streamline processes and improve efficiency.

- Partner with business stakeholders to identify opportunities for data-driven innovation and develop actionable insights to improve customer experience metrics.

- Oversee the development of dashboards and reports to track key performance indicators (KPIs) related to customer experience and business performance.

- Manage a team of data scientists, data engineers, and business analysts, providing guidance, mentorship, and support to ensure their success.

- Stay abreast of industry trends and emerging technologies in data analytics, customer experience, and data transformation, and recommend innovative solutions to enhance IndiGo's competitive advantage.

Required Skillset:

- Extensive experience in leading and managing customer data initiatives, including data warehousing, data integration, and data governance.

- Proven ability to develop and implement data-driven strategies that improve customer experience and business outcomes.

- Deep understanding of data analytics techniques, including machine learning, AI, and statistical modeling.

- Strong expertise in data visualization tools and techniques, with the ability to communicate complex data insights to a non-technical audience.

- Excellent leadership and communication skills, with the ability to influence and collaborate with cross-functional teams.

- Demonstrated ability to build and manage high-performing teams of data professionals.

- Experience with cloud-based data platforms and technologies.

- Strong understanding of data privacy regulations and compliance requirements.

Qualification & Experience

- Bachelor's or Master's degree in Computer Science, Data Science, Statistics, or a related field.

- 12-18 years of relevant experience in Customer Experience, Data Analytics, Data Transformation, Business Intelligence, Customer Data Centre, CX Analytics, Automation, RPA, Machine Learning, and Data Architecture.