Lead – Customer Insights (Airline)

Aviation Indeed™️; Delhi; On-site; INR 400,000 - 700,000; Full time

Job summary

A leading airline company in Delhi is seeking a Lead – Customer Insights. This role entails analyzing consumer behavior and trends to provide strategic insights. The ideal candidate will have 8+ years of experience in consumer insights or market research, along with an MBA or equivalent degree. Responsibilities include developing research plans, collaborating across teams, and presenting insights to senior management. Excellent analytical and communication skills are a must, as well as the ability to manage diverse projects effectively.

Qualifications

• 8+ years of experience in consumer insights, market research, or a related field.
• Proven track record of providing actionable insights that have led to business growth.
• Ability to manage multiple projects and priorities in a fast-paced environment.

Responsibilities

• Develop and execute a research plan to gather insights on customer behavior.
• Analyze and interpret data from multiple sources to provide actionable insights.
• Collaborate with cross-functional teams to inform strategic decisions.
• Present insights and recommendations to senior leadership.
• Lead and develop external research partners and vendors as needed.
• Drive the design of qualitative and quantitative studies aligned with business objectives.

Skills

Strong analytical skills

Excellent communication skills

Interpersonal skills

Experience with data analysis tools

Customer insights

Education

MBA, Bachelor's or advanced degree in CX, marketing, market research, or a related field

Job description

Job Title: Lead – Customer Insights

Industry: Airline

Location: Delhi

Job Type: Full Time

Minimum Qualification: MBA, Bachelor's or advanced degree in CX, marketing, market research, or a related field

Experience: 8+ years of experience in consumer insights, market research, or a related field

Job Purpose

We are seeking a highly motivated and experienced Lead - Consumer Insights to lead our consumer insights team. The Consumer Insights Lead will be responsible for analyzing and interpreting data to provide valuable insights into customer behavior, preferences, and trends. The successful candidate will have excellent communication and presentation skills, be able to develop and execute research plans, and be able to provide actionable insights to the organization.

Design the framework and methods to collect customer information and feedback across the various touchpoints of the customer journey and develop customer insights to influence and guide strategic and tactical objectives for all key stakeholders.

Key Accountabilities

Strategic Activities

• Develop and execute a research plan to gather insights on customer behavior, preferences, and trends
• Analyze and interpret data from multiple sources, including surveys, focus groups, customer engagement labs, and social media analytics, to provide actionable insights
• Collaborate with cross-functional teams to provide insights that will inform strategic decisions, improve customer experience, and drive business growth
• Present insights and recommendations to senior leadership and other stakeholders in a clear, concise, and compelling manner
• Develop and manage relationships with external vendors and research partners
• Stay up-to-date on industry trends, best practices, and emerging technologies in consumer insights
• Design various processes and methods to correctly extract consumer data at various touchpoints and summarize the same into actionable insights
• Coordinate with multiple departments for extracting various data points and suggest process changes for improvement in data collection
• Lead team involved in generating consumer insights to aid decision making process for other departments
• Lead team in investigating data anomalies to determine their sources and implications
• Develop & recommend key metrics & data visualizations to support and optimize customer experience
• Collaborate within other Sub-Function Heads in CX&GH (Business Excellence/Process Design) to align on core issues and challenges faced to the customer
• Drive the design of qualitative and quantitative studies and projects targeted at strategic business objectives to understand customer needs and satisfactions
• Drive prioritization of opportunities to improve and enhance the customer experience through voice of customer feedback, customer monitoring and direct customer outreach
• Develop insights and make recommendations on areas for optimization, both for the marketing & commercial team

Team Management

• Provide direction and advice to the direct reports in performing their delegated responsibilities
• Oversee the overall performance of direct reports and ensure and ensure KPI’s are well communicated and monitored
• Ensure effective identification, allocation and utilization of the division’s human, financial and technological resources

Requirements

• MBA, Bachelor's or advanced degree in CX, marketing, market research, or a related field
• 8+ years of experience in consumer insights, market research, or a related field
• Proven track record of providing actionable insights that have led to business growth
• Strong analytical skills and experience with data analysis tools and software
• Excellent communication, presentation, and interpersonal skills
• Ability to manage multiple projects and priorities in a fast-paced environment
• Experience working with cross-functional teams and external research partner