Insights Analyst - Brand Loyalty
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Key skills for this role
About the Role
We are hiring a Brand Loyalty Insights Analyst for a 12-month contract with a leading hospitality brand in Dubai. The role involves delivering actionable insights from customer data to enhance member engagement and optimize loyalty programme performance.
Key Skills for This Role
Responsibilities
- Serve as the dedicated analytics lead for the Member Experiences programme, measuring participation, satisfaction, operational performance, and commercial impact
- Analyse member behaviour, booking patterns, engagement trends, and customer preferences to identify opportunities for programme enhancement
- Manage and evaluate structured and unstructured member feedback from surveys, digital channels, contact centres, hotels, and direct interactions
- Develop and maintain closed loop feedback processes to ensure insights drive continuous improvement across member experiences
- Measure the behavioural and commercial impact of member experiences, including repeat participation, booking uplift, retention, incremental revenue, and tier engagement
- Define and monitor programme success metrics, including Net Promoter Score (NPS), satisfaction, sentiment analysis, participation rates, and member engagement
- Develop customer segmentation models, predictive analytics, and behavioural insights to support personalisation and targeted campaigns
- Evaluate the effectiveness of new member benefits, partnerships, and experiences by combining customer feedback, behavioural data, and commercial performance
- Produce executive level dashboards, reports, and presentations that provide clear insights and strategic recommendations for senior leadership
- Ensure data accuracy, governance, and consistency across loyalty reporting systems and feedback platforms
- Partner with CRM and technology teams to improve data capture, reporting automation, and real time analytics capabilities
- Develop and maintain end to end dashboards and reporting solutions to monitor programme performance and member engagement
Requirements
- Bachelor's degree in Data Analytics, Business, Hospitality Management, Economics, Statistics, Marketing, or related discipline
- Professional certifications in analytics, business intelligence, or data visualisation tools are desirable
- Minimum of 5 years' experience in loyalty analytics, customer insights, CRM analytics, business intelligence, or customer experience measurement
- Experience within luxury hospitality, travel, airlines, premium lifestyle, or related customer centric industries is highly preferred
- Proven ability to measure customer behaviour, engagement, retention, and revenue impact from loyalty initiatives
- Advanced proficiency with analytics and reporting platforms such as Salesforce, Power BI, Tableau, or similar BI tools
- Strong understanding of customer lifecycle management, segmentation, personalisation, and behavioural analytics
- Excellent analytical, problem solving, and data storytelling skills with the ability to present insights to senior stakeholders
- Strong attention to detail with a commitment to data quality, governance, and continuous improvement
Full Job Posting
Role Overview
- We are looking to hire a Brand Loyalty Insights Analyst who will be responsible for delivering actionable insights that drive the continuous evolution and commercial success of a leading loyalty programme for our client based in Dubai, one of the region's leading hospitality brand.
- This position is a contract role with a duration of 12 months.
- We are looking for a highly analytical and commercially minded professional who is passionate about transforming customer data into meaningful insights that enhance member engagement, optimise programme performance, and support personalised customer experiences.
Key Responsibilities
- Serve as the dedicated analytics lead for the Member Experiences programme, measuring participation, satisfaction, operational performance, and commercial impact.
- Analyse member behaviour, booking patterns, engagement trends, and customer preferences to identify opportunities for programme enhancement.
- Manage and evaluate structured and unstructured member feedback from surveys, digital channels, contact centres, hotels, and direct interactions.
- Develop and maintain closed loop feedback processes to ensure insights drive continuous improvement across member experiences.
- Measure the behavioural and commercial impact of member experiences, including repeat participation, booking uplift, retention, incremental revenue, and tier engagement.
- Define and monitor programme success metrics, including Net Promoter Score (NPS), satisfaction, sentiment analysis, participation rates, and member engagement.
- Develop customer segmentation models, predictive analytics, and behavioural insights to support personalisation and targeted campaigns.
- Evaluate the effectiveness of new member benefits, partnerships, and experiences by combining customer feedback, behavioural data, and commercial performance.
- Produce executive level dashboards, reports, and presentations that provide clear insights and strategic recommendations for senior leadership.
- Ensure data accuracy, governance, and consistency across loyalty reporting systems and feedback platforms.
- Partner with CRM and technology teams to improve data capture, reporting automation, and real time analytics capabilities.
- Develop and maintain end to end dashboards and reporting solutions to monitor programme performance and member engagement.
Knowledge, Skills & Experience
- Bachelor's degree in Data Analytics, Business, Hospitality Management, Economics, Statistics, Marketing, or a related discipline.
- Professional certifications in analytics, business intelligence, or data visualisation tools are desirable.
- Minimum of 5 years' experience in loyalty analytics, customer insights, CRM analytics, business intelligence, or customer experience measurement.
- Experience within luxury hospitality, travel, airlines, premium lifestyle, or related customer centric industries is highly preferred.
- Proven ability to measure customer behaviour, engagement, retention, and revenue impact from loyalty initiatives.
- Advanced proficiency with analytics and reporting platforms such as Salesforce, Power BI, Tableau, or similar BI tools.
- Strong understanding of customer lifecycle management, segmentation, personalisation, and behavioural analytics.
- Excellent analytical, problem solving, and data storytelling skills with the ability to present insights to senior stakeholders.
- Strong attention to detail with a commitment to data quality, governance, and continuous improvement.
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