Head of Data

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