Head of Data – Consumer Analytics

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass, the world's original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world's leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 2,200 global colleagues.

Purpose of the Job

As the Head of Data – Consumer Analytics & Customer Value Management (CVM), you will define and lead the Consumer Data Strategy and the Consumer Data function within the Collinson Data & Insights Team. This pivotal role oversees Consumer Analytics, Digital Analytics, Personalization/Data Science, Consumer Value Management, and Product Analytics for Consumers. Your leadership will be critical in optimizing customer relationships, enhancing experiences, and fuelling business growth through actionable data insights. You will manage a talented, multidisciplinary team of analysts, data engineers, BI developers, and data scientists. Collaboration across marketing, consumer research, mobile app/website teams, and CRM will be essential to unify and execute a common consumer data strategy that maximizes customer lifetime value.

Key Responsibilities

Strategy Development:

· Define the vision, strategy, and roadmap for Customer Value Management aligned with overarching business goals. 

· Establish and track KPIs and success metrics that demonstrate impact on customer engagement and business growth. 

· Drive innovation in data-driven consumer value optimization by exploring emerging analytics methodologies and technologies. 

Team Leadership: 

· Build, inspire, and mentor a high-performing cross-functional Consumer Data team, fostering collaboration in a global context. 

· Facilitate professional development and career growth through coaching, training, and performance management. 

· Promote a culture of data literacy, accountability, and continuous learning within the team and broader organization. Cross-Functional Collaboration: 

· Partner closely with teams handling consumer data (marketing, consumer research, mobile/web, CRM) to harmonize data initiatives.

· Lead cross-departmental projects to enhance integration and maximize consumer insights impact. 

· Lead the Consumer Steering Committee and Consumer Champion community to encourage knowledge exchange, alignment, and shared best practices around consumer data use. 

Drive the overall roadmap for consumer analytics and consumer value management. Data-Driven Insights: 

· Employ advanced analytics, machine learning, and data science to generate actionable consumer insights. 

· Develop models for customer segmentation, personalized marketing, retention strategies, and lifetime value measurement. 

· Construct and refine frameworks to quantify consumer value over time, informing product and service strategies in airport ecosystems.

Technology Integration: 

· Identify, evaluate, and implement cutting-edge technologies and tools that empower the CVM function. 

· Collaborate with Data Platform and Infrastructure teams to ensure seamless and scalable integration of analytics capabilities. 

· Champion use of automation and AI-driven decisioning tools to enhance operational efficiency. 

Customer Experience Enhancement: 

· Design and execute strategies to elevate customer experience based on deep data insights. 

· Work synergistically with UX/UI teams to embed data-driven improvements across digital channels. 

· Support the company's personalization agenda by translating data insights into practical recommendations.

Performance Monitoring: 

· Measure effectiveness and ROI of customer value management programs. 

· Provide regular insightful performance reports and strategic recommendations to leadership. 

· Implement continuous improvement processes based on data insights and feedback loops. 

Community Building: 

· Foster an enterprise-wide community focused on excellence in consumer data management. 

· Drive initiatives for knowledge sharing, governance adherence, and adoption of industry best practices.

· Lead workshops and forums to enhance stakeholder engagement and advocacy for data-driven culture.

Knowledge, skills and experience required

Qualifications:

· Proven leadership experience in customer value management or similar data-focused roles, preferably in a B2B2C or travel-oriented environment.

· Strong expertise in consumer analytics, data management, modelling, and applied data science.

· Demonstrated success managing and growing teams of data scientists, engineers, and analysts.

· Exceptional collaboration and communication skills for diverse stakeholder engagement.

· Strategic thinker adept at converting business objectives into actionable, data-informed strategies.

· Familiarity with modern data platforms, analytics tools, and emerging technologies.

Education and Experience:

· Bachelor's or Master's degree in Business Analytics, Digital Marketing, Data Science or related discipline.

· 10-12 years in analytics, business intelligence, data science, or related fields.

· Proven track record in customer value management and data-driven strategies in travel or related sectors.

· 3-5 years managing cross-functional teams or strategic analytics projects.

· Proficient in analytical tools and programming languages with strong expertise in customer behaviour modelling.

Core Competencies:

· Data Analysis & Data Science: Proficient in customer behaviour tracking, trend analysis, predictive modelling, and decisioning.

· Strategic Thinking: Skilled at devising and executing strategies to maximize customer value and loyalty.

· Customer Insights: Deep understanding of customer needs and behaviours, using data to tell compelling business stories that influence strategy.

· Innovation & Problem Solving: Demonstrated ability to solve complex customer experience challenges and validate solutions through testing.

· Communication: Effective at conveying complex data insights across commercial, marketing, product, and service teams.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

If you need any extra support throughout the interview process, then please email us