Manager Guest Insights and Analytics

Etihad Airways; Abu Dhabi; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading airline in UAE is seeking a Manager Guest Insights & Analytics to leverage advanced analytics for optimizing guest experience. This position requires expertise in predictive modelling and a strong ability to communicate insights to stakeholders. The ideal candidate has a background in analytics and experience in airline loyalty programs. The role offers opportunities to influence retention and engagement strategies within a dynamic environment.

Qualifications

• 5+ years experience in analytics, ideally in an airline or loyalty-driven business.
• Experience with building CLV and churn models.
• Strong ability to communicate insights to senior leadership.

Responsibilities

• Develop predictive modelling to categorise and target guests.
• Collaborate with Product and Marketing teams to translate insights into action.
• Monitor the impact of interventions and customer value models.

Skills

Predictive modelling

Data analysis

Segmentation strategies

Communication with stakeholders

Education

Bachelors in Data Science, Statistics, Business Analytics

Masters degree preferred

Tools

SQL

Power BI

Tableau

Python

Job description

Synopsis

The Manager Guest Insights & Analytics is responsible for leveraging advanced analytics and modelling techniques to deeply understand and optimise the end-to-end guest experience and journey. This role focuses on building predictive models enabling data-driven decision making across product, marketing and customer journey teams, including the delivery of a customer lifetime value and churn model. The manager will play a critical role in identifying high‑value customers and segments, predicting behaviour, and driving targeted strategies to maximise retention, engagement and long‑term growth.

Accountabilities

• Develop predictive modelling and analytics models to categorise and target guests e.g. CLV and churn
• Support experimentation and A/B testing to validate guest retention and engagement strategies
• Monitor the impact of interventions and outcomes of churn and customer value models
• Segment guests based on behavioural, demographic and transactional data to inform strategy
• Collaborate with Product, Customer Journey and Marketing teams to translate insights into action
• Provide clear actionable recommendations through dashboards, reports and presentations
• Partner with stakeholders to ensure clean, reliable data pipelines for modelling
• Maintain documentation and version control of models and methodologies

Education & Experience

Bachelors in Data Science, Statistics, Business Analytics or a related degree

Masters degree preferred, especially in areas related to operational research or applied economics

5+ years experience in analytics or data science or marketing analytics, ideally in an airline, travel or loyalty‑driven business

Proven expertise building CLV and churn models using tools like Prython R, SQL or similar

Familiarity with airline data sources e.g. PNR, GDS, loyalty program databases) and customer‑facing systems (e.g. mobile apps, kiosks)

Strong ability to communicate complex insights to senior leadership and non‑technical stakeholders

Experience with BI tools e.g. Power BI, Tableu and journey orchestration platform e.g. Salesforce, Adobe Experience Platform ideal

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

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