Job Description

Global Operational Business Insights Lead
The Business Insights Lead is responsible for transforming data into insights that can provide business value. Using analytics, visualization and other modelling techniques, the successful candidate will identify the trends that can help Operations leaders around the world make better business decisions that improve processes & performance.
The key areas for the role will be comprised of 3 pillars of Operational Performance:
SLA & CSAT (Voice of the Customer)
Operational Productivity
Revenue Opportunity
This is a newly created role in the FCM space and will report directly to the Global Head of Operations, forming a key part of the Global OPSWOT.
The successful candidate will also work closely with BI & Data Science teams to align systems and platforms used in providing data for more effective collaboration.
Accountabilities:
Build and iterate an Operational analytics platform:
Set up the right combination of analytics platforms for the various performance activities
Define and recommend the right success metrics and ensure key leaders can interpret
Provide the desired level of BI to leaders based on agreed frequency, channel and format
Work closely with Data Science and BI teams to harmonize processes and platforms used where applicable
Represent FCM on key projects and initiatives that are focused on the measurement of Operational Performance (i.e VoC)
Continue refining and iterating data capture with evolving business needs
Use analytics to drive insight and recommendations:
Use the analytics platforms to assist business leaders in driving the desired results in CSAT, NPS, Productivity and Revenue Opportunity
Translate data into actionable insights for stakeholders while proactively identifying new areas of opportunity to drive further improvements
Meet with key Operational leaders on a regular basis to provide context and expert interpretation of data from both a qualitative and quantitative perspective
Key Competencies:
Excellent Communicator
Fosters open communication and information sharing
Listens actively and seeks to understand
Builds effective relationships and can tailor communication to audience
Presents ideas and concepts logically
Can simplify complex technical information and make it digestible for business leaders and decision makers
Technical Aptitude
2+ years of success in an analytical-based role using Power BI or similar BI stacks
Master’s in statistics or similar (desired)
Balance analytic and creative approach to problem solving
Able to synthesize and simplify complex problems for leaders
SQL, relational databases and data lakes
Travel industry knowledge desirable
Experience developing business analytics models
Experience with Python NumPy or R is a plus

Commercial Acumen
Change Leader
Upholds Company Philosophies and Culture
Makes Effective Decision
Identifies and understands issues, problems, and opportunities
Compares data from different sources to draw conclusions
Takes actions that are consistent with available facts, constraints, and probable consequences
Makes difficult decisions when required
Benefits Include:
Generous remuneration structure
Travel perks/discounts.
Health & Wellness Programs and Employee Financial Wellness Services
Generous paid-time off policy 
National/International Award Nights and Conferences
Diversity & Inclusion initiatives
Benefits including vision, medical, and dental
Employee Assistance Program
401k program with partial match
Employee Share Plan
Global career opportunities in a network of brands and businesses
Ongoing training and professional development
Fun and flexible work environment
Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
Employee giving program
Annual Charity Trip
Office Environmental Program
1 Volunteer Day per Calendar Year
Location: Remote, US
Candidate ideally would sit in Boston, MA, NY, Washington D.C or Chicago, IL.
This position may be performed remotely anywhere within the United States except the State of Colorado
If this sounds like the opportunity you have been waiting for and you would like to be part of our award winning culture then APPLY NOW.
 Travel is booming once again,  and our roles are being filled quicker than a nonstop from London to New York.  We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
FCTG USA is an affirmative action-equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success! Please contact careers@us.flightcentre.com if you need any assistance.