•Serve as the lead in understanding and analyzing customer data to identify key trends, behaviors, and opportunities; with a focus on developing data-driven strategies.
•Develop and maintain a comprehensive customer insights strategy that supports the growth of our Loyalty, Ancillary, and Customer Engagement initiatives.
•Lead, mentor, and manage a team of analysts, fostering a collaborative and growth-oriented environment. Guide team members’ professional development, ensuring they have the resources and support to excel in their role.
•Partner closely with cross-functional teams to provide data-driven insights and recommendations that inform product development, marketing, and customer engagement efforts.
•Manage the Voice of the Customer program, ensuring the collection, analysis, and communication of customer feedback from multiple touchpoints across the business.
•Take ownership of the customer data lifecycle, ensuring accurate and comprehensive data capture, storage, and use across all relevant business functions.
•Create, maintain, and analyze robust customer segmentation strategies, in collaboration with Data Science, to develop a clear and actionable view of our customer base and ensure tailored product offerings.
•Collaborate with other departments to ensure customer insights are integrated into business strategies and operations.
•Create and present regular reports and dashboards to leadership, offering insights and actionable strategies to enhance customer experience and satisfaction.
•Support the development of tools and methodologies to continuously improve how we capture and analyze customer data, including the development of predictive models and advanced analytical techniques.
•Mentor and collaborate with data science and analytics teams to enhance the organization’s understanding of customer behavior and experiences.
•Drive the implementation of automated solutions to streamline data processing, reporting, and insight generation, improving efficiency and scalability.
•Ensure any direct reports understand and apply our Customer Commitment and customer service standards to their daily responsibilities as appropriate.
•Model Allegiant’s customer service standards in personal actions and when providing leadership direction.
•Other duties as assigned.