Customer Experience Data Planner

easyJet Airline Company PLC; London; Hybrid; GBP 40,000 - 70,000

Job description

Job Description - Customer Experience Data Planner (15857)

The Job - Customer Experience Data Planner

The Team

Welcome to the heart of easyJet’s customer transformation, our Customer Experience team. Backed by some serious investment, we're rewriting the script for the way we manage customer communications, revamping our systems, data, processes and of course, our communications journeys. Our ultimate mission? To deliver engagement, satisfaction and make things easy for our millions of cherished passengers. Want to help redefine the way people fly? Come onboard and join us on this exciting journey.

The Role:

As the Data Planner for Customer Communications, you'll be at the heart of designing our multi-channel customer journeys in the operational and disruption space. You will work collaboratively with our Comms Product Manager and Technical teams to deliver the best possible experience for both our colleagues and customers. Your goal? To leverage data across platforms, working closely with our tech, data, and analyst teams to enhance our CRM system. You'll dive into creating precise, omnichannel communication paths and help develop testing and optimisation strategies to refine these journeys. Your expertise will shine in targeting, documenting, and personalising each step to ensure our communications are seamless, consistent, and continuously improving.

Job Accountabilities:

1. Join our dynamic operational communications team to craft and execute innovative, data-driven multi-step journeys that enhance our customers' travel experience. Dive deep into data discovery, shape audience views for new communications initiatives, and design robust, measurable tests to refine our strategies.
2. Collaborate with our IT, data, and channel deployment teams to infuse our platforms with new data magic, supercharging our automated communication journeys with both innovation and flair.
3. Take the helm in the vibrant world of Braze, where you'll create fluid and dynamic journeys that power our communications. Ensure precision in documentation, targeting, exclusions, and segmentation. You'll also monitor the journeys to guarantee our communication programs operate seamlessly.
4. Work alongside data analysts and scientists to implement cutting-edge models and segmentation strategies, transforming our communication journeys into finely tuned, personalised experiences.
5. Stay ahead of the curve by continually updating your knowledge of the latest data capabilities within our tech stack. Utilise this expertise to enhance communication strategies and boost operational efficiency. Be hands-on with the data, empowering the team to maximise self-sufficiency using the robust capabilities of mParticle and Databricks that power Braze.

Key Skills Required:

1. Proficient in building and managing complex, multi-step, multi-channel data journeys using tools like Braze and mParticle, with expertise in Canvas and Liquid functionality.
2. Intermediate SQL knowledge for data-related tasks such as discovery, audience definition, test planning, generating counts, and data extraction for reporting.
3. Capable of collaborating with data and tech teams to brief requirements and acquire new data points, enhancing self-service capabilities within platforms.
4. Skilled in defining, managing, and documenting audience and communications journey logic to ensure clarity and consistency across all communication experiences.
5. Exceptional attention to detail for accurate segment and journey canvases in Braze, ensuring effective data leverage for precise targeting and personalisation.
6. Knowledgeable in the entire data planning process, skilled in applying principles to develop accurate and measurable hypotheses and tests.
7. Experienced in using Tableau for effective visualisation and analysis of communications data, capable of creating insightful dashboards and reports, interpreting trends, and providing actionable insights.
8. Comfortable developing technical briefs and managing requirements for the construction and delivery of data products for communications use.
9. Able to develop and manage a comprehensive QA process for journey development within the CRM platform.
10. Strong prioritisation and stakeholder management skills to ensure timely delivery of complex deliverables.

Ready to make a big impact? Join us and let's create journeys that truly resonate!

> Up to 20% bonus

> 25 days holiday

> BAYE, SAYE & Performance share schemes

> Life Assurance

> Flexible benefits package

> Excellent staff travel benefits

Location & Hours of Work This full-time role will be based in LTN. We typically get together 3 times a week in the office (Hangar 89) or meet at our agency/partner offices to keep the creative juices flowing.

Ready for take-off? Let's do this!

About EasyJet Ready to make your next move? How about make your mark? Join a team with unstoppable drive and passion at easyJet. At easyJet our aim is to make low-cost travel easy – connecting millions of people to what they love using Europe’s best airline network, great value fares, and friendly service. Whether you’re working as part of our front-line operations or in our corporate roles, we’ll give you everything you need to make a personal impact on our growing business. We believe in sharing new opportunities, stepping up to challenges and supporting each other with our Orange Spirit.

Make a difference with your next role. Make it easyJet.