IndiGo Airlines - Head - Analytics - Loyalty Division

Job Description (JD): Head of Analytics (Loyalty Division)

Department: Loyalty Program

Location: Gurugram (WFO, All 5 days, Mandatory)

Position Type: Full-Time

Reports To: Head of Loyalty

About IndiGo:

IndiGo is a leading airline dedicated to providing exceptional travel experiences to our customers. As part of our commitment to customer loyalty and satisfaction, we are in the process of designing a cutting-edge Loyalty Program. We are seeking a dynamic and experienced Analytics Head to oversee and drive the success of the Loyalty Program, with a primary focus on building, managing, and scaling the Loyalty Program through contemporary data analytics and data science practices.

Job Summary:

The Head of Analytics of the Loyalty Program understands member attitudinal and behavioural data are key business assets; and can operationalise the application of data sciences to generate actionable member and business insights that will lead to successful member engagements and business performance.

The role has the primary responsibility for developing and managing the Loyalty Program data, integration, and business intelligence capabilities, whilst ensuring member and business data are always handled lawfully and safely, and the objectives of data analysts are aligned with the business's vision and revenue objectives.

Key Responsibilities:

1. Leadership/Supervisory Role

- Oversees and monitors all activities of the data analytics and data warehousing departments and personnel. The Head of Analytics provides thought leadership and acts as a subject matter expert in the designing and recommending of appropriate analytical approaches and methodology in addressing key issues within the business.

- Leads the data analytics and data warehousing teams in research, development, and implementation of appropriate data systems that lead to improved business performance and achievement of overall business goals.

- Responsible for driving departmental culture and promoting data-driven decision-making, consumer-driven analytics, marketing, and investment planning across the business. Additionally builds a profile of data and analytics by providing clear data and analytics stories and spreading them across the business. This is about why data work is important, the insights revealed by data analytics, and actions that should follow the data analyses.

- Will also play a mentorship role to key data analytics and data warehousing personnel, ensuring constant improvement in their professional skills, guiding in the execution of their duties upon request.

2. Strategic Role

- Provides management visibility into data-driven insights that inform the business's strategic direction and KPI's. In this position, the Head of Analytics also contributes to customer proposition development through the presentation of strategic, data-driven decisions, about new products, additional use cases, member segments, customer value measurement, investments, among other subjects that drive innovation and create an advantage for the business.

3. Collaboration

- Will work closely with the Head of Loyalty and several other internal departmental heads and executives to ensure delivery of high-quality execution of member engagement programs. In this collaboration, the Head of Analytics also participates in the formulation of data-driven departmental/business decisions (how, where, when, which channels, and so forth) and demonstrates delivery against the business's overall objectives.

- Also works closely with the Chief Digital, Data and Analytics Officers of the Airline, ensuring alignment with Group policies and strategies. In the collaborative capacity, also partners with the HR department in determining the criteria of recruitment for data analytics and data management personnel to guarantee constant and efficient execution of duties within these functions.

4. Analytics

- Has a key analytical role to play, and in this position, the incumbent builds, maintains, and improves the existing business intelligence and analytics tools across the department. Additionally leads measurement framework development and defines the Loyalty Program's business KPIs alongside senior data and analytics leadership. Also drives and oversees initiatives to meet and even exceed performance expectations, key metrics, and enable overall profitability of the business. It is also the role to assess the commercial value and risks of growth opportunities as well as provide analytics that will position the business for dynamic growth.

5. Knowledge and Opportunity

- Has the responsibility to stay informed and keep up with the latest industry trends and best practices that he subsequently imparts on the data warehousing and data analytics personnel for constant growth and optimal departmental and business performance. In this capacity, the Head of Analytics establishes the business as an industry leader by actively participating in data conferences, workshops, seminars.

6. Other Duties

- Performs similar duties deemed fit for the proper execution of his duties and duties as assigned by the Head of Loyalty.

Key Performance Indicators (KPIs):

- Predicting critical member behaviours: Customer Lifestage, lifestyle, life events, response to next best offers

- Customer Lifetime Value: Benchmarking and tracking impact of campaigns to increase it.

- Membership Growth Rate: Percentage increase in loyalty program members over time.

- Revenue from Loyalty Program: Monitor the revenue generated directly from the loyalty program.

- Member Engagement: Assess member participation and engagement through metrics like active members, accrual rate, redemption rate, and frequency of engagement and transactions with the program.

- Business Plan performance: Assess performance against the approved business plan and the annual approved budget.

- Cost-to-Revenue Ratio: Measure the efficiency of program operations by comparing program costs to generated revenue.

Qualifications and Experience:

Education:

A master's degree (Phd preferred) in Data Science, Computer Science, Information Technology, Economics, Statistics, Information Systems, Applied Math, Business Administration, or any other related field.

An equivalent of the same in working experience is also acceptable for the position.

Experience:

- A candidate for this position will have had at least 15 years of working experience in a data analytics or data warehousing department, preferably working as a Head of Analytics. The candidate will also have had vast and successful experience in bringing together diverse functions and building teams that include data analytics and warehousing personnel, guiding them through successful data analytic projects.

- The candidate will also demonstrate experience in business process analysis, data architecture design and development as well as the implementation of workflow enabled solutions. A suitable candidate will also have experience working in market/business intelligence, strategic planning, project management, and cross-functional business experience as well as vast experience working with large datasets and computing systems.

Communication Skills:

- Must have excellent communication skills in both verbal and written form. Being the head of the data analytics and data warehousing departments, will need to be able to clearly communicate instructions and sensitive information down the line for data analytics and data warehousing personnel to effectively execute their duties. Communication skills will also be needed in the collaborative capacity of the Director where clear communications will be needed to facilitate smooth interaction and efficient execution of collaborative duties.

Analytical Skills:

- Must be passionate and highly skilled in research and data analytics. A candidate for this position must, be skilled in transforming data and affecting business processes to support data governance and integrity. The candidate will also be highly knowledgeable in the use of emerging open-source tools while conducting analyses on large and unstructured datasets. Will additionally have technical experience with enterprise data warehouse solutions, statistical analysis tools, database systems, and data visualization applications, understanding of A/B testing and be highly knowledgeable in key metric identification for driving and maintaining healthy business performance.

Interpersonal Skills:

- A candidate for this position must also have certain personal attributes that make the incumbent more suited for the position. The candidate must be detail oriented, be comfortable working in a collaborative setting, be comfortable working with business senior executives, be self-motivated requiring minimal supervision, be proactive, be a creative strategic and independent thinker, have superior problem-solving skills, have an ability to work on multiple projects and meet tight-deadlines, have a positive can-do attitude, and demonstrate calmness and composure in times of uncertainty and stress.