Principal Data Analyst - Customer Analytics

At loveholidays, we trailblaze together. We’re on a mission to open the world to everyone, giving our customers unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away. Technology at loveholidays underpins our vision to become the global leader in packaged holidays. We drive cutting-edge innovation and technical excellence to futureproof the business.

The impact you’ll have: Reporting to the Head of Analytics, the Principal Analyst for Customer Analytics will lead a high performing team in delivering analytical solutions to strategic customer questions, analysing performance, and advising on day to day decision making.

Your day-to-day:

• Managing a team of analysts working across multiple stakeholder groups including product, marketing, customer operations and platform teams.
• Acting as the key analytics partner for the Customer domain, helping loveholidays understand our customers across the full journey from consideration and booking through to pre-departure, in-holiday support and post-holiday engagement.
• Levelling up analytical influence on strategic and tactical decisions, leveraging data to deeply understand customer behaviour, customer value, retention, satisfaction and operational experience.
• Setting standards for high quality visualisations and reports (we use Looker).
• Partnering with stakeholders to build measurement frameworks that show where customers experience friction, how well we support them, and where there are opportunities to improve satisfaction, retention and repeat booking.
• Working closely with analysts, engineers, product managers and operational teams to ensure data products meet the needs of stakeholders and reporting.

Your skillset:

• Expert capabilities across analyst tooling - incl. SQL and experience with analytical engineering tools such as dbt.
• Experience using a visualisation tool such as Tableau or Looker.
• Experience leveraging AI tooling for delivery, with enthusiasm for transforming how we build and interact with data.
• Extensive experience in customer, product, marketing, lifecycle or customer operations analytics.
• Collaborative approach and good relationship builder - with proven experience of stakeholder engagement and a reputation for strategic thinking.
• A strong desire for agency, with the ability and desire to own projects from brief through to delivery, and proactively advise with insight.
• Curiosity and the application of systems thinking to join the dots between customer behaviour, operational processes, commercial outcomes and product experience.
• Experience leading small to medium sized teams of analysts in a fast paced environment.

Desirable:

• Experience with a version control system such as git.
• Experience of a programming language such as Python or R.

The interview journey:

• Meeting with a member of the Talent team.
• 1st stage interview with the hiring manager.
• Technical Interview.
• Presentation stage - presenting back to a panel of stakeholders you would work with in the role.
• Final interview with a senior stakeholder.

Perks of joining us:

• Company pension contributions at 5%.
• Individualised training budget for you to learn on the job and level yourself up.
• Discounted holidays for you, your family and friends.
• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum.
• Ability to buy and sell annual leave.
• Cycle to work scheme, season ticket loan and eye care vouchers.

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.