JetBlue Airways Senior Analyst CEX Programs in Long Island City, New York

Senior Analyst Customer Experience (CEX) Programs

Position Summary

The Senior Analyst, Customer Experience (CEX) Programs will report to the Manager of Customer Experience Programs and supports the team by overseeing multiple projects on a daily basis. The Senior Analyst will focus on designing, implementing, socializing, and leading cross-functional initiatives that deliver a personal, helpful, and simple travel experience for our Customers and Crewmembers. The Senior Analyst will be expected to develop and maintain key relationships with stakeholders in Airports, Inflight, Customer Support, System Operations, IT, Brand, Commercial, JetBlue University, Industrial Engineering and others.

Essential Responsibilities

  • Lead an expanding portfolio of several large-scale projects for the Customer Experience Programs team overseeing scoping, design, development, testing, implementation, and evaluation.

  • Take high-level requirements and needs from stakeholder group and expand them through analysis and investigation to ensure best possible design and solution.

  • Lead analysis of the impact to operation and the experience and strive to ensure the project always best represents the stakeholders needs.

  • Conduct data analysis on potential project benefits and financial impact and work with appropriate teams to validate assumptions and conclusions.

  • Develop and maintain relationships with various internal stakeholders to be leveraged for input, feedback, and approval on related projects and innovations.

  • Work closely with Project Manager(s) and IT project teams and update leadership with weekly and/or monthly project status reports.

  • Deliver presentations and conduct focus groups and feedback sessions for all levels of the organization.

  • Work with front-line Crewmembers and Leaders and travel for site visits and product launches across the network.

  • Assist Manager, Customer Experience Programs with ad-hoc team and program needs.

  • Other duties as assigned.

Minimum Experience and Qualifications

  • Bachelor’s Degree in a related field

  • Two (3) years of related work experience

  • Proficient with Microsoft Office Suite, including high proficiency with Excel and data analysis tools

  • Experience with statistics and cost/benefit analysis

  • Ability to multi-task, prioritize deadlines, and complete tasks in a timely and autonomous manner

  • Ability to work under pressure in a fast-paced, results-driven environment

  • Available for moderate overnight travel (up to 30%)

  • Currently in possession of a valid passport or equivalent, and able to travel out of the United States to all current JetBlue BlueCities

  • Must pass a ten (10) year background check and pre-employment drug test

  • Must be legally eligible to work in the country in which the position is located Preferred Experience and Qualifications

  • Master’s Degree in a related field

  • Two (2) years of prior airline operational experience

  • Prior experience working with Business Partners and directly managing such relationships

  • Previous experience presenting to stakeholders at all levels of the organization, including Executive Leadership. Crewmember Expectations:

  • Regular attendance and punctuality

  • Potential need to work flexible hours and be available to respond on short-notice

  • Well-groomed and 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

  • 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 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)) Equipment:

  • Computer and other office equipment

Work Environment:

  • Normal Office Environment

Physical Effort:

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

Job ID #:33097Location:Long Island City, NY

Area of Interest:AviationLocation Code:LSC Long Island City SC: Long Island City Support Ctr ( JetBlue )

Employment Status:Full-Time Regular

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by the crewmember(s) assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Position Expectations may be subject to change as the needs of the organization change.

JetBlue Airways Corp. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.