Job Summary:THE TEAMAt Ticketmaster fans come first. We care passionately about our fan’s interaction with us and the service we provide. We are a global team, spanning 32 countries, supporting multiple languages with over 1200 employees. As the world’s leading ticketing company, we are committed to setting the standard for a great fan experience. We support and guide fans by delivering exceptional service because live only happens once. Ticketmaster continues to lead as an innovator in the global live entertainment industry maintaining the highest levels of service for our clients and fans.THE JOBThe Head of Analytics role sits within the Fan Experience Team. The team is responsible for 23 Contact Centres and Offshoe BPO partners, we work across the world interacting with fans in 17 different languages using a large variety of tools and technology to help understand and support fans and clients needsThis role is responsible for leading Analytics across all FX touchpoints, maximising the value we generate from our data. You will work across our data landscape to transform our data into actionable insights that create opportunities to improve our Fans experiences.WHAT YOU WILL BE DOING Work closely with and provide guidance to the Analytics team at our BPO partner- ensuring their work is proritised accordingly and aligned with our own.Help the VP, Insight & Planning to establish, develop, and maintain robust listening posts; ensuring data and insight is gleaned from all FX touchpoints to ensure a full 360 view of FX is achieved.Constantly question “the why”; inspiring your team to understand why processes work as they do, why metric targets are not hit and why FX problems occur.Lead and develop the FX Analyst, providing relevant support, coaching and guidance.Work with the Reporting Co-Ordinator and their team to ensure data can be visualised and presented in a consistent and easily accessible manner.Conduct hands on and/or lead your team to produce advanced analytics; retrieving, compiling, and analysing large volumes of data from disparate sources.Undertake research and use a range of data sources to help bring the fan journeys to life, with a view to create opportunities that encourage adoption and engagement into the Fan Experience strategy across the wider business.Work with key stakeholders, delivery and project leaders, to help to deliver or manage delivery of analysis though all stages of the project lifecycle including: Scope definition, and business cases for key strategic initiatives across the Fan Experience businessWork closely with technology, insights and operations functions across the Fan Experience team to prioritise the workload, researching data, creating optimum opportunities.Drive alignment across stakeholders, tracking and reporting against a set of global business performance data.Co-ordination with the Fan Experience team to understand the business demand and support functional initiatives to drive actions as a result of the business insightsEffectively communicate the underlying story of your analytics, helping to see your recommendations through to execution.Build an insight capability to enable FX to identify opportunities to improve fan outcomes and / or FX cost performance, including the support for detailed root cause analysis and playing an integral part in an end-to-end continuous improvement framework.Contribute to strategic planning, helping design and implement plans to improve the Fan Experience.Provide quantifiable data and recommendations on FX matters to support and influence organisational strategy, decisions, and initiatives.WHAT YOU NEED Experience in leading an Analytics function in a contact centre environmentOutstanding communication skills verbal, and written providing compelling stories from analytical researchHigh attention to detail, and proven ability to manage multiple competing priorities simultaneouslyAssertive yet professional demeanour, persistence and willing to lead the way, comfortable and confident in challenging and questioning the norm.Extraordinary team player and ability to thrive in a fast paced, high growth, entrepreneurial environment where quality, innovation, speed of decision making and execution are critical to organizational successPassion for the customer and constantly curious.Numerate and logical; adept at performing basic statistical analysis.Excellent knowledge of using Microsoft PowerPoint & Excel and creating professional presentations.Experience of modelling scenarios to solve complex problemsExperience in sentiment analysisExperience analysing and working with Chatbot data.DESIREDExperience of working with centralised reporting platforms (e.g. DOMO, Tableau)Experience in using online survey tool software (e.g. Qualtrics, Vantage Point, Adobe Survey or others)YOU (BEHAVIOURAL REQUIREMENTS) Analytics experts will have the critical ability to turn insights into business building ideas. They will help us create value for TicketmasterPersuasive Story Teller: You will be working on analytics that will be presented to Ticketmaster leaders across all functions and to third parties (leagues/teams/resellers). Translating and simplifying the data into true insights that will drive business strategy and change third party behaviour is essential.Cross functional team player: We value transparency and helping one another. It’s how we roll. There is no “me” culture. Communication across the entire team will lead to greater individual success. The Manager will both drive their own work and help oversee more junior team members.Strategic thinker: The Strategy team is responsible for identifying, analysing and communicating long term opportunities. You’ll need to be able to think big!Strong communication skills with ability to translate complex ideas into easily understood insights.Can-do attitude and the determination to achieve results.A focus on meeting company set KPIs.Enjoys working at pace in a fast moving and constantly changing environment.Good attention to detail and takes responsibility for the accuracy of their work.Ability to connect ideas and do things differently.Productive team member, collaborating with all teams and at all levels of the organization.
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