RCC Performance Analytics Manager

As Manager, RCC Performance Analytics, you will lead the Reservation and Customer Care (RCC) Analytics and Insights team that enables data-driven insights that support strategic business goals for the multi-billion dollar RCC organization while creating incremental value our guests. This role will build and lead a high performing team of analysts and will act as the translator between the business leaders and the team. This role is expected to leverage their industry and business expertise, technical fluency, and analytical skills to create insights, business narratives and recommendations from raw data and complex analytics for the business.

This role is part of the Global Insights, Analytics and Data (GIAD) team with high visibility and with critical exposure to commercial senior leadership.

Key Accountabilities

• Team Leadership: Lead, develop, and engage all direct reports through mentoring, coaching and thought leadership to ensure the organization has the talent necessary to achieve our business objectives
• Stakeholder Engagement: Partner and collaborate with business leaders to identify business challenges and make recommendations on priorities and actions that will deliver the highest impact and align with strategic corporate goals.
• Project Management: Manage analytics projects from conception to completion, ensuring timely delivery and high-quality outputs. Prioritize competing demands and allocate resources effectively.
• Analytics: Analyzes and creates a cohesive story using comprehensive analytic tools and strategies that allow senior leadership and operational teams to produce actionable results for the organization. Oversee the analysis of large datasets to derive meaningful insights and actionable recommendations. Utilize statistical and machine learning techniques to identify trends, patterns, and opportunities.
• Forecasting and Prediction: Create and maintain forecasts for various business areas, such as revenue, demand, or workload. Conduct scenario analysis to assess potential revenue impacts, create and execute long range contact center forecasts, identify key drivers and factors that influence forecasts. Develop and present forecasts to stakeholders, providing insights and recommendations.
• A/B Testing: Designs, implements, and analyzes A/B tests to determine the impact of changes on user behavior and key performance indicators and to use data-driven insights to improve guest and agent experience, increase conversion rates, and achieve business objectives.
• Business Acumen: Strong understanding of the business environment and industry trends. Contact center industry knowledge is a plus.

Key Skills & Experiences

• Bachelor's degree in Data Analytics, Statistics, or similar quantitative field
• 5+ years' work experience in analytics
• 3+ years of managing a team of analysts
• Experience presenting clear and actionable narratives to senior leaders
• Experience in business performance analysis, forecasting, A/B testing
• Proficiency in statistical analysis tools, data visualization tools, and database querying languages.
• Project management skills with the ability to handle multiple projects concurrently

At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You'll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there's Room for You at IHG.

Over recent years, we've transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.

We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That's why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that's why leaders work with teams to determine how and when they collaborate.

We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.