Description

Job Overview and Responsibilities

This role will influence a multi-phased insights and strategy that supports a continuous cycle of analyzing, interpreting, driving action and monitoring. Requires a passion for improving customer experience via excellent analytical abilities and strong business acumen. The role requires influencing internal and external business partners, using data, to make key strategic business decisions.
• Effectively manage active projects across the customer experience (i.e. IRROPS, Commercial, Airport, etc.) to help ensure that all engagements are delivered at or above team member expectation
• Lead and manage a team of analysts to deliver high-quality insights in a timely manner and deliver measurable impact
• Analyze and generate insights from structured and unstructured data
• Collaborate with internal teams to review feedback and insights, recommend changes for implementation, and action on those that deliver a positive, consistent and seamless customer experience
• Schedule and maintain trending reports and alerts to key business stakeholders that ultimately responsible for addressing business initiative
• Extract data from a variety of sources for use in analysis and models; complete ad-hoc reporting and data analysi
• Manage and collaborate with third party analytics platforms to ensure output closely aligns with strategic initiatives to improve the customer experience

Qualifications

What's needed to succeed (Minimum Qualifications):
• Bachelor's degree
• 3+ years of experience in analytical role (analysis, information science, data visualization or other relevant quantitative field)
• Expert knowledge of Microsoft Excel and PowerPoint
• Must have excellent analytical proficiency including ability to develop sound insights across multiple data source
• Expertise with quantitative analysis tools and querying relational databases (SQL, Databricks)
• Ability to prepare executive level presentation
• Initiative, self-motivation and a strong sense of urgency are essential
• Must be legally authorized to work in the United States for any employer without sponsorship
• Up to 10% travel

What will help you propel from the pack (Preferred Qualifications):
• Master's degree
• Strong understanding of survey design and survey methodologie
• Familiarity with airline products and loyalty program
• Text analytics experience
• Experience with PowerBI, Spotfire or other visualization tool
• Machine learning or predictive forecasting

Demonstrates an understanding of the capabilities and limitations of generative AI tools and effectively leverages them for research, analysis, content creation, and problem-solving. Applies critical thinking to validate AI-generated outputs while adhering to company policies related to responsible AI use, data privacy, and security