FAN JOURNEY AND INSIGHTS ANALYST

Job Summary:

THE TEAM

The Fan Journey and Insights Analyst role sits within the Fan Experience Team. The team is responsible for 23 Contact Centres and Offshore 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 needs. Live Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, eCommerce, and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during, and after the show. At Ticketmaster Fans come First. We care passionately about our fan’s interaction with our sales and service channels and 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. 

THE JOB

The Fan Journey and Insights Analyst is responsible for understanding and improving the post-purchase journeys leading to interactions with the fan support teams. Our aim is to create a singular, friction-free experience for fans when interacting with our products and help centers. Your role will be to “become” the fan, using journey mapping and secret shopping techniques as well as tactical data to help identify any post-purchase friction. Using these insights you will help build stories and challenge the norm, be comfortable and confident to question the “why” and challenge current ways of working to deliver better results.  The individual must be highly analytical, can view the fan from a number of different levels, can interact with all levels of management, and work with stakeholders to identify and implement new opportunities to improve our fans experiences. In short – this role is responsible for reversing engineering fans experiences post-purchase, figuring out what’s going wrong so that we can do something about it.

You will also be intransigent to the business for highlighting and reviewing the operational vulnerabilities of any new product change or launch. Working closely with the product leads your primary objective is to continuously eliminate the operational pressure points that impact fan experience moving towards mirroring or close alignment with the wider FX vision.

WHAT YOU WILL BE DOING

• Bringing the voice of our fans alive, utilizing data, and presenting in a way to help the business understand key concerns and issues, creating better visibility and insight into the customer journey.
• Collaborate between cross-functional teams to ensure that the FX gaps are identified and that relevant insights from all channels and data points are incorporated and considered
• Focus in on areas where fans interact with fan support, reviewing our help sites/FAQs, education pieces, emails, chats, policies, blog terms and conditions to consistently improve and align.
• Targeting key areas of development with a view to improving our KPI, Csat, NPS, and Trustscore results.
• Provide actionable insights as well as recommendations for change by extracting, interrogating and analyzing data to put forward new initiatives and business cases
• Contribute to strategic planning, helping design and implement plans to improve the Fan Experience.
• Provide quantifiable data and recommendations on customer experience matters to support and influence organizational strategy decisions
• Review and benchmark TM against our competitors and the service industry

WHAT SKILLS YOU NEED

• Outstanding communication, attention to detail, and organizational skills
• Assertive yet professional demeanor, persistence, and willingness to lead the way
• Passion for the customer and constantly curious.
• Experience of business modeling,  customer journey mapping, or process mapping.
• Experience working to tight deadlines and changing pressures.
• Numerate and logical; adept at performing basic statistical analysis.
• Demonstrable ability in interpreting and analyzing data and identifying trends.
• Excellent knowledge of using Microsoft PowerPoint & Excel and creating professional presentations.
• Comfortable and confident in challenging and questioning the norm.

YOU (BEHAVIOURAL REQUIREMENTS)

• Analytics you will have the ability to turn insights into business-building ideas.  They will help us create value for Ticketmaster and its fans and clients
• Persuasive 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 behavior 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.
• Strong communication skills with the ability to translate complex ideas into easily understood insights.
• Can-do attitude and the determination to achieve results.
• 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.

Ticketmaster Principles

Accountability – take ownership and act

Integrity – do what you say you are going to do

Teamwork – help other succeed

Communication – be transparent

Service Excellence – Simpler is better

Innovation – embrace change and new ideas

CULTURE

Ticketmaster, part of Live Nation Entertainment is the largest live entertainment company in the world, consisting of four core business areas: Concerts, Ticketing, Artist Nation and Sponsorship & Advertising

Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.