Manager - Customer Insight

Date: 02-Feb-2023

Location: Gurgaon

Company: TATA SIA Airlines Limited

Job Overview

This role will be responsible for delivering insights on Vistara’s products, services, customer profiles and brand proposition, through market research and data analytics. Another key responsibility would be to oversee the cross-functional implementation & future development of a new data integration platform (Single Customer View) to help personalize and enhance Vistara’s servicing, marketing & overall customer experience.

Key Responsibilities

  • Develop knowledge on emerging trends and emerging topics of relevance to India international aviation markets. Suggest and lead development of new product/service/experience based on these trends
  • Direct and shape Vistara’s Customer Insight strategy, to improve and develop customer experience across our products and services.
  • Provide strategic guidance and direction to all levels of the organization on key customer issues and develop Customer Experience program
  • Contact the marketing research agency or moderator for conducting quantitative research such as phone surveys, or qualitative research such as focus groups.
  • Conduct competitive Intelligence and Benchmarking, Consumer Panel for Intelligence Tracking, Market Size Estimation, Pricing Research
    Concept Testing for New Product Development.
  • Anticipate risks, understand the regulatory and compliance obligations across business/market, manage contingency plans and procedures to prevent staff and business disruptions
  • Develop the Insight function and effectively embed insight within the organization and influence a wide range of business stakeholders when it comes to decision-making – both strategically and tactically, long and short-term.
  • Technical and qualitative assessment of competitive strategy and products working with product marketing and corporate strategy.
  • Elevate compelling insights about members, customers, and markets, and what that means for the brand (or product/service) that serves them.

Skills & Attributes

  • Ability to partner with senior stakeholders, being able to challenge the status quo with your analytical tenacity.
  • Build close relationships with our Product Managers in aligning business metrics and business impact.
  • Ability to manage a wide breadth of different projects at any one time, including executive communications of critical workflows.
  • Looking at the big picture, with a view to drive continuous improvement of vision to value process.
  • Data set cleaning, structuring, analysis and formation into compelling visuals for various customers.
  • Strong knowledge and comfort working with a variety of data tools (e.g. Excel, SQL) with an interest in developing or enhancing skills in R, Python, Tableau, etc.
  • Strong knowledge of data visualization tools (Dashboards, Tableau, Beckon, etc.)

Work Experience

10+ years of relevant experience (Aviation, Hospitality, Media, Communications)

Qualification

Post Graduate

Location

Gurgaon

Note

All Vistara employees are required to be fully vaccinated against COVID-19