Insights Analyst (Hospitality)

We are looking to hire a Insights Analyst who will be responsible for delivering actionable insights that drive the continuous evolution and commercial success of a leading loyalty programme for our client based in Dubai, one of the region's leading hospitality brand.

This position is offered on a contract basis, renewable subject to business requirements and performance.

We are looking for a highly analytical and commercially minded professional who is passionate about transforming customer data into meaningful insights that enhance member engagement, optimise programme performance, and support personalised customer experiences. The ideal candidate will have strong experience in loyalty analytics, CRM insights, customer behaviour analysis, and business intelligence, with the ability to translate complex data into strategic recommendations for senior stakeholders.

Key Responsibilities:

• Serve as the dedicated analytics lead for the Member Experiences programme, measuring participation, satisfaction, operational performance, and commercial impact.
• Analyse member behaviour, booking patterns, engagement trends, and customer preferences to identify opportunities for programme enhancement.
• Manage and evaluate structured and unstructured member feedback from surveys, digital channels, contact centres, hotels, and direct interactions.
• Develop and maintain closed-loop feedback processes to ensure insights drive continuous improvement across member experiences.
• Measure the behavioural and commercial impact of member experiences, including repeat participation, booking uplift, retention, incremental revenue, and tier engagement.
• Define and monitor programme success metrics, including Net Promoter Score (NPS), satisfaction, sentiment analysis, participation rates, and member engagement.
• Develop customer segmentation models, predictive analytics, and behavioural insights to support personalisation and targeted campaigns.
• Evaluate the effectiveness of new member benefits, partnerships, and experiences by combining customer feedback, behavioural data, and commercial performance.
• Produce executive-level dashboards, reports, and presentations that provide clear insights and strategic recommendations for senior leadership.
• Ensure data accuracy, governance, and consistency across loyalty reporting systems and feedback platforms.
• Partner with CRM and technology teams to improve data capture, reporting automation, and real-time analytics capabilities.
• Develop and maintain end-to-end dashboards and reporting solutions to monitor programme performance and member engagement.

Knowledge, Skills & Experience:

• Bachelor's degree in Data Analytics, Business, Hospitality Management, Economics, Statistics, Marketing, or a related discipline.
• Professional certifications in analytics, business intelligence, or data visualisation tools are desirable.
• Minimum of 5 years' experience in loyalty analytics, customer insights, CRM analytics, business intelligence, or customer experience measurement.
• Experience within luxury hospitality, travel, airlines, premium lifestyle, or related customer-centric industries is highly preferred.
• Proven ability to measure customer behaviour, engagement, retention, and revenue impact from loyalty initiatives.
• Advanced proficiency with analytics and reporting platforms such as Salesforce, Power BI, Tableau, or similar BI tools.
• Strong understanding of customer lifecycle management, segmentation, personalisation, and behavioural analytics.
• Excellent analytical, problem-solving, and data storytelling skills with the ability to present insights to senior stakeholders.
• Strong attention to detail with a commitment to data quality, governance, and continuous improvement.

Availability:

Preference will be given to candidates available immediately or within a maximum of 30 days after accepting the offer.

We will review your job application within 7 working days. Should your profile fit the requirements of the role, a consultant from Edari will be in touch to gain a deeper understanding of your profile, discuss the role in more detail, and outline the potential next steps.