About The Role

As a Loyalty Operations Systems & Quality Officer, you will be responsible to work with the Loyalty Operation Systems & Quality Manager to document and maintain processes required to ensure a comprehensive Loyalty customer data platform and environment. You will work closely to identify processes improvements for Loyalty Customer data requirements across the entire customer journey, as well as focus on data integration and general usage issues, system improvements & administration. You will also be monitoring health of Customer Engagement and Loyalty systems to ensure proper reporting. Processes need to be regularly evaluated and improved.

Key Accountabilities

Work closely with Lead Officer, Loyalty & Digital Systems and Customer Engagement Manager to enhance personalization platform roadmap. Assist in execution of business technology strategy for QLAS and other Loyalty data applications, as well as CDP, Customer 360, Customer Insights and other Customer Engagement programs.

Coordinates with IT, Commercial, In-flight, Ground Services and Customer Experience departments to understand the requirements which involves customer data and support business units in cross utilization of customer information.

Works with various divisions across customer touch point to understand the requirements which involve customer data and support business units to understand the need for customer insights.

Actively involved in trouble shooting and guiding of customer engagement and Loyalty staff on systems usage.

Work in close co-ordination with IT teams to ensure sound health for operational systems.

Control, Monitor and measure the operational systems performance, report issues and take suitable corrective actions for continual improvement.

Directly support the Loyalty team with systems related inputs to enhance overall customer interactions to ensure an effortless experience.

Participate in the development and support of Loyalty customer engagement products in co-ordination with IT.

Qualifications

About You

We are looking for a passionate and experienced professional to join the Loyalty Team.

A successful candidate will have-

• A bachelor’s degree qualification.
• Min. 4 years of job-related experience.
• Must be technically hands on to handle R&D in new analytics and data driven technologies.
• Experienced to conduct business user requirements gathering and requirement analysis.
• Proven skills for system analysis and process reverse engineering.
• Experienced in engagement and communication with key business users. Good at working closely with IT and various Business units for effective communication to ensure overall project objectives are met.
• Intermediate level of Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Amadeus reservation system knowledge will be an added advantage.