Data Analyst, Customer Strategy

Mandarin Oriental is seeking a Data Analyst for its customer strategy division to shape the future of our global guest and customer relationship management experience. We are looking for an individual who is curious and passionate about data and how it can improve our value proposition to our discerning and loyal fan base.  The Data Analyst will be comfortable using analysis, modelling and statistics to unearth insights from both qualitative and quantitative data. They will understand the importance of customer segmentation and be able to develop hypotheses and deploy analytical techniques to extract these insights that help us identify and group our customers.  The individual will have exceptional analytical, problem-solving and consultative skills and will be naturally creative, entrepreneurial, and collaborative. They look to raise the bar for analytical excellence and seek to educate and advance data as a powerful tool not only across our organisation, but also across the luxury travel industry at large. 

 
Responsibilities 

• Work closely with our Senior Manager, Customer Strategy & Insights to develop our customer segmentation model.
• Generate powerful insights using analytical models and data visualizations
• Identify triggers in guest journeys that could lead to the development of loyalty and increase revenues.
• Devise detailed recommendations to drive continuous improvement of the customer relationship management strategy
• Champion data quality and completeness, working with the team to enhance and build upon our datasets in order to derive more meaningful insights.
• Work with customer datasets to identify aberrances and clean them up
• Be part of the team responsible for shaping out customer proposition strategy to delight our global customers across touch points – digital, on property, partnerships, services 
• Be an ambassador for Mandarin Oriental’s customer-first approach  

Qualifications

• Minimum of 2-3 years demonstrable track record using tools such as SQL, PowerBI/Tableau, DAX, PowerPivot for data extraction, manipulation and visualization to turn dynamic datasets into actionable insights [most likely in a consulting firm or Customer analytics team] 
• A working knowledge of language(s) used for data manipulation and visualization, such as Python, R etc. 
• Expertise in a quantitative or data-focused role, pairing data visualization with storytelling to deliver great insights and presentations that influence varying audience levels. 
• Comfort working in an agile and constantly evolving environment. 
• Self-starter with the ability to drive and inform strategy. 
• Working knowledge of predictive and statistical modelling and data clustering/classification techniques; and their application to customer program development. 
• Dynamic and creative problem-solving skills, with an ability to think outside of the box. 
• Strong ability to communicate complex analyses to a mix of both technical and non-technical senior partners and clients. 
• Fluent English