• Using member behavioural data to create forecasts for growth, allowing identification of weak areas to target with additional marketing and content to reach member targets• Analysis of email campaigns, leading to re-timed reactivation communications resulting in higher reactivation rates of churned members• Identifying member behaviour that results in higher levels of churn, allowing for targeted CRM activity to increase engagement and reduce churn rates• Regularly communicating performance updates to stakeholders of all levels, using automated self-serve dashboards for growth managers and one-page reports for company executives

• Using subscriber behaviour to identify the key drivers of churn which aided prioritisation of customer engagement programs to tackle engagement increasing subscriber retention• Identifying gaps in the content library relevant to the market subscriber base, with recommendations for the local market content acquisition teams to prioritise specific genres likely to increase engagement• Evaluating performance of marketing campaigns to understand which campaigns drove higher engagement and increased retention of subscribers

Creating models which allow for the comparison of different programs suggested by Atlantic Joint Business partners, including the costs associated, to ensure British Airways stakeholders are aware of the costs associated with each.Providing regular reports and insights to account managers and the leadership team as part of our regular business cycles, to ensure they are aware of current performance and of any opportunities to support our business.

Working as part of British Airways Central Analytics Team gave me the opportunity to work across different areas. I spent a large amount of my time in the team supporting digital, in particular the performance marketing aspect of digital. I became responsible for providing insights and recommendations that would drive the efficiency of the marketing spend, which would range from which routes required additional spend to support, but only where we would drive a strong return for the business. This role gradually expanded to begin looking at our indirect sale channels and what strategy we would be able to put in place to drive revenue for the business using the strengths of all channels. As part of our departments yearly move process, I also took the opportunity to work in our operations analytics team. Here I supported flight ops, providing analytics to assist with optimising reserve levels, to ensure we would have enough reserves each day to cover any short falls, and calculating costs and efficiencies of training options for new aircraft.

Forecasting and optimising the budget across ba.com paid digital marketing channels to drive the best return on investmentConducting and monitoring tests to determine which markets and customers drove incremental bookings to further optimise marketing spendUsing attribution models to understand where digital channels play a role in the path to conversion on ba.com and providing this information to stakeholders through self-serve dashboards to regularly evaluate performance

Currently in a placement in a digital team, looking to understand what customers are doing on the website and highlighting high performing areas.

• Hygiene – To ensure tables and trays are cleaned quickly and efficiently and to aid with the removal of waste from the Eatery• Customer Service – Making sure both customers and tenants receive great service• Health & Safety – Being aware of all health and safety requirements and abiding by them to maintain a safe environment

• Supervising a small team of people to ensure daily tasks, such as stock replenishment and merchandising were completed efficiently and reporting to management when required• Trusted with the responsibility of holding a set of keys and opening the shop in the morning for the first shift. This would include being punctual to guarantee my colleagues could also start their shifts on time• Team Player – Working with my colleagues to reach sales targets by listening to new ideas and motivating my team• Training new members of staff to be able to complete their job and working with them closely to develop their skills and help them to progress• Customer Service – Ensuring customers enjoyed their experience within the store, helping wherever possible and processing transactions through tills• Paperwork – Responding to bulletins from head office, stock counts and analysing stock levels