Specialist - Customer Insights & Personalisation
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Key skills for this role
About the Role
flydubai is seeking a Specialist to lead customer data analysis and drive personalization, loyalty, and commercial performance. Requires a Bachelor's degree, 4+ years in data science or advanced analytics, and strong Python and SQL skills.
Key Skills for This Role
Responsibilities
- Analyse customer behavior across channels, segments, and lifecycle stages to uncover actionable insights
- Design and build predictive models including churn prediction, propensity models, CLV models, and recommendation systems
- Partner with CRM and Digital teams to design and activate personalised campaigns and customer journeys
- Design A/B and multivariate tests to evaluate new experiences, features, and campaign initiatives
- Collaborate with data engineering/IT teams to ensure robust pipelines, data integrity, and customer data unification
- Develop customer segments using clustering, RFM, and behavioral analytics
- Build dashboards, KPIs, and self serve insight tools to enable business stakeholders
- Translate complex analytical concepts into clear, compelling insights and narratives
- Ensure compliance with data privacy standards, including GDPR and internal governance policies
- Conduct fairness and bias checks on datasets and predictive models
- Build frameworks to measure ROI, uplift, and attribution for marketing and product strategies
- Partner with CX, Airport operations, Marketing, Digital, Product, CRM, and Data Engineering teams
Requirements
- Bachelor's Degree (3+ years)
- Fluent in English
- A minimum of 4 years of experience in data science or advanced analytics, ideally in customer facing industries
- Strong proficiency in Python and SQL
- Experience with data visualization (Tableau, or similar)
- Hands on experience with cloud platforms (Azure, AWS, GCP) preferred
- Strong knowledge of statistics, experiment design, and predictive modelling
- Experience with machine learning frameworks (e.g., scikit learn, XGBoost, TensorFlow/PyTorch a plus)
Full Job Posting
Main Objective of Role
- To lead and translate complex customer data into actionable insights that drive improved customer experience, personalization, loyalty, and commercial performance.
Key Responsibilities
- Analyses customer behavior across channels, segments, and lifecycle stages to uncover actionable insights– by conducting deep dives into customer journeys, identifying pain points, drop offs, and growth opportunities.
- Designs and builds predictive models including churn prediction, propensity to buy or engage, next best action / next best offer frameworks, Customer Lifetime Value (CLV) models, and recommendation systems, while maintaining, monitoring, and optimizing model performance in production environments.
- Partners with Customer Relationship Management (CRM) and Digital teams to design and activate personalised campaigns and customer journeys, providing data driven recommendations for offer optimization, targeting, and experimentation, while supporting the rollout of Customer Data Platform (CDP) and A
- Designs A/B and multivariate tests to evaluate new experiences, features, and campaign initiatives.
- Collaborates closely with data engineering/IT teams to ensure robust pipelines, data integrity, and customer data unification.
- Develops customer segments using clustering, Recency Frequency Monetary (RFM), and behavioral analytics to support targeted engagement and personalization strategies.
- Builds dashboards, KPIs, and self serve insight tools to enable business stakeholders to access and act on customer analytics.
- Translates complex analytical concepts into clear, compelling insights and narratives to support decision making.
- Ensures compliance with data privacy standards, including General Data Protection Regulation (GDPR) and internal governance policies.
- Conducts fairness and bias checks on datasets and predictive models to ensure accuracy, integrity, and unbiased outcomes.
- Builds frameworks to measure ROI, uplift, and attribution for marketing and product strategies and presents findings and strategic recommendations to stakeholders.
- Ensures customer data is accurate, reliable, and consistently unified.
Qualifications
- Bachelor's Degree (3+ years)
- Fluent in English
- A minimum of 4 years of experience in data science or advanced analytics, ideally in customer facing industries (retail, travel, e commerce, telecom, loyalty, etc.).
- Strong proficiency in Python and SQL. Experience with data visualization (Tableau, or similar). Hands on experience with cloud platforms (Azure, AWS, GCP) preferred. Strong knowledge of statistics, experiment design, and predictive modelling. Experience with machine learning frameworks (e.g., scikit
- Years with qualifications: 7 9 years
Competencies
- Customer Focus
- Teamwork
- Effective Communication
- Personal Accountability & Commitment to achieve
- Resilience & Flexibility (Can do attitude)
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