JetBlue Airways

Manager Customer Analytics

JetBlue Airways • $114K — $170K *
Long Island City, NY 11101In-Person
Transportation
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's Degree in a quantitative discipline or equivalent experience
  • Five years of experience in customer or digital analytics
  • One year of experience in a leadership role, mentoring analysts
  • Proficient in digital analytics platforms like Google Analytics or Adobe Analytics
  • Strong analytical skills with proficiency in SQL and relational databases
  • Excellent communication and presentation skills
  • Ability to manage multiple projects in a fast-paced environment

Responsibilities

  • Develop and improve reporting on customer behavior and digital performance
  • Monitor website performance and key customer engagement metrics
  • Support customer segmentation strategy through performance measurement
  • Conduct analyses to identify trends and improvement opportunities
  • Analyze performance data to generate actionable insights
  • Collaborate with marketing and tech teams on measurement requirements
  • Ensure data integrity and resolve reporting issues

Benefits

  • Access to healthcare benefits
  • 401(k) plan with company match
  • Company stock purchase plan
  • Life insurance and disability coverage
  • Free space available travel on JetBlue
Full Job Description
Position Summary

The Manager, Customer Analytics reports to the Senior Manager, Marketing Analytics and leads the measurement and analysis of Customer behavior across JetBlue's marketing and digital experiences. This role oversees digital performance reporting, customer segmentation measurement, and customer journey analytics to help Marketing understand how Customers engage with JetBlue throughout the path to booking and post-purchase. Through recurring reporting, proactive analysis, and close partnership with Marketing and Product/Technology teams, the Manager identifies behavioral trends, uncovers opportunities to improve digital experiences, and helps optimize Marketing effectiveness through a deeper understanding of the Customer. The Manager is a service-oriented individual who enjoys solving business problems through data analysis and exhibits the JetBlue values of Safety, Caring, Integrity, Passion, and Fun.

Essential Responsibilities:
  • Lead the development, maintenance, and continuous improvement of reporting that measures Customer behavior, digital performance, and marketing effectiveness across JetBlue's digital experiences.
  • Oversee recurring reporting and dashboards that monitor website performance, customer journeys, conversion funnels, digital channel effectiveness, and key Customer engagement metrics.
  • Lead reporting and measurement supporting JetBlue's Customer segmentation strategy, helping Marketing understand how different Customer segments engage with digital experiences and respond to marketing initiatives.
  • Conduct proactive analyses and analytical deep dives to identify behavioral trends, explain changes in Customer engagement and conversion, and uncover opportunities to improve marketing effectiveness.
  • Analyze performance across dimensions such as Customer segment, acquisition source, geographic region, device, booking behavior, cabin, and digital journey to develop actionable business insights.
  • Partner with Marketing leaders to understand business priorities and deliver reporting and analyses that support customer acquisition, engagement, retention, and conversion objectives.
  • Collaborate with Digital Product and Technology teams to define measurement requirements, validate digital tracking, and ensure Customer interactions are accurately captured across digital platforms.
  • Ensure the accuracy and integrity of digital analytics reporting by validating data, maintaining reporting logic, and partnering with technical teams to resolve measurement issues.
  • Translate complex analytical findings into clear, concise presentations and executive-ready recommendations for Marketing leadership and cross-functional stakeholders.
  • Identify opportunities to improve digital measurement, reporting automation, customer segmentation capabilities, and analytical processes that enhance Marketing's understanding of Customer behavior.
  • Manage, coach, and develop Customer Analytics team members by establishing priorities, providing guidance, and supporting professional development.
  • Balance recurring reporting responsibilities with strategic analytical initiatives while managing multiple stakeholder priorities.
  • Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement
  • Other duties as required.

Minimum Experience and Qualifications
  • Bachelor's Degree in Marketing, Business, Economics, Statistics, Data Analytics, Information Systems, Computer Science, or a related quantitative discipline; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience
  • Five (5) years of experience in customer analytics, digital analytics, marketing analytics, or a related analytical field.
  • One (1) year of experience leading projects, mentoring analysts, or managing direct reports.
  • Experience developing reporting and analytical frameworks that measure customer behavior, digital performance, or marketing effectiveness.
  • Experience working with digital analytics platforms (e.g., Google Analytics, Adobe Analytics) and translating customer behavior into actionable business insights.
  • Experience working with customer segmentation, customer journey analysis, or digital performance reporting.
  • Strong analytical and problem-solving skills with the ability to synthesize complex data into actionable business recommendations.
  • Experience writing SQL queries and working with relational databases or cloud-based analytical data environments.
  • Excellent written, verbal, presentation, and interpersonal communication skills.
  • Demonstrated ability to manage multiple priorities and influence cross-functional stakeholders in a fast-paced environment.
  • Proficient with Microsoft Office software, including Excel and PowerPoint.
  • Available for occasional overnight travel (10%).
  • Must pass a pre-employment drug test.
  • Legally eligible to work in the country in which the position is located.
  • Authorization to work in the US is required, this position is not eligible for visa sponsorship

Preferred Experience and Qualifications
  • Previous airline, travel, loyalty, ecommerce, or customer analytics experience.
  • Experience with customer segmentation, audience strategy, or customer lifecycle analytics.
  • Experience developing dashboards using Tableau, Looker, Power BI, or similar visualization tools.
  • Experience supporting website analytics, customer journey measurement, and conversion funnel analysis.
  • Experience collaborating with Marketing, Digital Product, and Technology teams to support digital measurement and reporting initiatives.
  • Experience with digital measurement technologies, including Google Analytics, Adobe Analytics, Google Tag Manager, or similar platforms.
  • Experience translating customer and digital analytics into executive presentations and strategic recommendations.
  • Experience leading cross-functional analytical initiatives involving multiple business stakeholders.
  • Experience with experimentation, A/B testing, or digital optimization methodologies.
  • Experience with Python, R, or other analytical programming languages.
  • Experience working with cloud data platforms such as Google BigQuery, Snowflake, or similar technologies.

Crewmember Expectations
  • Regular attendance and punctuality
  • Potential need to work flexible hours and be available to respond on short-notice
  • Able to maintain a professional appearance
  • When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
  • Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
  • Must fulfill safety accountabilities as prescribed by JetBlue's Safety Management System
  • Promote JetBlue's #1 value of safety as a Safety Ambassador, supporting JetBlue's Safety Management System (SMS) components, Safety Policy and behavioral standards
  • Identify safety and security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))
  • Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
  • Uphold JetBlue's safety performance metric goals and understand how they relate to their duties and responsibilities
  • The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment
  • Computer and other office equipment

Work Environment
  • Traditional Office Environment

Physical Effort
  • Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

Compensation
  • The base pay range for this position is between $114,000.00 and $170,000.00 per year. Base pay is one component of JetBlue's total compensation package, which may also include performance bonuses, restricted stock units, as well as access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.


About JetBlue Airways

JetBlue is a customer service channel for Major United States Airline based in Queens, New York. It is a passenger airline that operates primarily on point-to-point routes with its fleet of 120 Airbus A320 aircraft and 49 EMBRAER 190 aircraft. As of December 31, 2011, it served 70 destinations in 22 states, Puerto Rico, Mexico and 12 countries in the Caribbean and Latin America. Most of JetBlue flights have as an origin or destination New York or one of its other focus cities: Boston, Fort Lauderdale, Los Angeles, Orlando or San Juan, Puerto Rico. As of December 31, 2011, the Company operated an average of 700 daily flights. During the year ended December 31, 2011, the Company acquired eight take-off and landing slots at each of New York’s LaGuardia Airport and Washington D.C.’s Ronald Reagan National Airport. The Company’s operations primarily consist of transporting passengers on its aircraft with domestic United States operations, including Puerto Rico, which accounted for 85% of its capacity in 2011.

JetBlue Airways Careers

There has never been a more exciting time to explore job opportunities at JetBlue Airways, a leading company in the aviation industry known for its innovation, strong culture, and commitment to diversity and leadership development. Work You’ll Do Join JetBlue Airways' dynamic team to help redefine the future of air travel with a focus on customer service excellence and operational efficiency. At JetBlue, you will be part of a culture that values diversity, leadership, and professional growth. Transform your career and the airline industry with JetBlue’s commitment to innovation and excellence. Lead from a unique position in the marketplace, where your skills in technology, customer service, and team collaboration are highly valued. Work with a dedicated team of professionals who are passionate about creating an outstanding travel experience. Collaborate with industry leaders and benefit from a culture that supports career advancement and professional development. Introducing the JetBlue Professional Growth and Development Initiative We are building a market-leading team to master the challenges of the modern aviation industry. At JetBlue, you will find a supportive environment where career growth and learning are encouraged through comprehensive training and leadership development programs. Do Innovative Work Join a team that is at the forefront of the aviation industry, where you can apply your skills in a variety of roles, from pilot and cabin crew positions to engineering and customer support. JetBlue offers a wide range of job opportunities that allow you to innovate and excel. Be Part of a Great Team Work on a wide range of projects and utilize the latest technology in aviation. Harness the unparalleled capabilities of a team that values integrity, teamwork, and mutual respect. Future-Proof Your Career Advance your career with JetBlue Airways, where your ambition can take you to new heights. Enjoy near-limitless opportunities to grow professionally, supported by unmatched training, development, and certification support. Explore JetBlue’s internship programs offer a unique insight into the workings of one of the most innovative airlines in the industry. These programs provide hands-on experience and are a stepping stone to full-time employment. The JetBlue Experience Our combined service capabilities, commitment to innovation, and a diverse and inclusive workplace help employees thrive and lead in their careers. At JetBlue, we are dedicated to nurturing a professional environment where every team member can succeed. Stay Connected Join Our Team Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Explore the various employment paths JetBlue Airways offers, from customer service to pilot positions. SEARCH JETBLUE JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at JetBlue Airways.
Learn more about JetBlue Airways
Size
19,304 employees
Market Cap
$2 billion
Industry
Aerospace & Defense
Net Income
-$1.3 billion
Founded
1999
5 Year Trend
-1.7%
Revenue
$2.9 billion
NASDAQ
JBLU
* Ladders Estimates

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