I went straight into root cause territory, which in hindsight was probably too fast.
Start by clarifying the scope and defining the problem with key metrics, then structure your answer around a hypothesis-driven root cause analysis covering internal and external factors. Prioritize the most likely causes, propose data-driven solutions, and outline how you would measure success and iterate.
Pro tip: Show empathy for the customer by considering the end-to-end experience of a business traveler, and tie your solutions to clear business outcomes like revenue and retention. This demonstrates product sense and strategic thinking.
Ask clarifying questions to understand the scope: Is the decline across all routes or specific ones? What is the time frame? How is business class defined? What are the key metrics (booking rate, revenue, load factor)?
Analyze internal data (booking trends, customer segments, churn, NPS) and external data (competitor pricing, market trends, economic factors) to pinpoint when and where the decline occurred.
Develop hypotheses for the decline (e.g., pricing, product quality, competition, customer needs) and validate them with data. Use segmentation to see if the decline is concentrated in certain customer groups.
Based on evidence, prioritize the most impactful root causes and brainstorm potential solutions. Evaluate solutions based on impact, effort, and alignment with business goals.
Outline how you would measure the success of implemented solutions (e.g., booking rate, revenue, customer satisfaction) and describe a plan for monitoring and iterating.
AI-generated suggestions, not part of the candidate's original notes. May be inaccurate — verify before relying on them.