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18 days ago
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Analyst/Senior Analyst, Customer Insight Strategy


American Airlines
Location: Fort Worth
Job type: Contract/Locum
Contact: No Name
Category: Analyst Jobs
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Job Description

The Sr. Analyst of Customer Insight Strategy will be responsible for identifying and executing strategic projects that generate actionable customer insights for business units across the company.

Primary Responsibilities:

  • Promote personalized engagement and targeting efforts by utilizing all aspects of customer data, including customer segmentation, demographic and transactional data, as well as a customer’s historical engagement and operational experience profile
  • Apply advanced analytics to answer questions relevant to the business. Assist in identifying which analytical tools should be used to answer different types of questions
  • Collaborate with multiple departments, including Loyalty, Marketing, Revenue Management, IT, Operations Research and customer-facing workgroups to identify opportunities to make customer data more accessible and to help apply customer insights for better decision-making
  • Analyze and report on campaign results and explore opportunities for improved targeting efforts
  • Consolidate customer insights from a variety of sources (e.g. transactional data, surveys, inbound calls, campaign responses, service issues, etc.) to provide a more comprehensive and consistent view of the customer
  • Present findings of research and analysis to all key stakeholders

Job Qualifications

  • BA/BS required.  MBA/MS preferred
  • Advanced proficiency in MS Excel and PowerPoint
  • Proficiency in SQL and SAS preferred
  • Excellent problem solving and analytical skills
  • Excellent written and verbal presentation and communication skills
  • Ability to move projects forward without deadlines as well as effectively work under tight time constraints as needed
  • Ability to work cross-functionally and effectively communicate and work with diverse business groups
  • Ability to perform customer data analysis using complex data sets
  • Understanding of customer data and customer interactions specific to the airline as well as customer experience management best practices across industries

Job Description

The Sr. Analyst of Customer Insight Strategy will be responsible for identifying and executing strategic projects that generate actionable customer insights for business units across the company.

Primary Responsibilities:

  • Promote personalized engagement and targeting efforts by utilizing all aspects of customer data, including customer segmentation, demographic and transactional data, as well as a customer’s historical engagement and operational experience profile
  • Apply advanced analytics to answer questions relevant to the business. Assist in identifying which analytical tools should be used to answer different types of questions
  • Collaborate with multiple departments, including Loyalty, Marketing, Revenue Management, IT, Operations Research and customer-facing workgroups to identify opportunities to make customer data more accessible and to help apply customer insights for better decision-making
  • Analyze and report on campaign results and explore opportunities for improved targeting efforts
  • Consolidate customer insights from a variety of sources (e.g. transactional data, surveys, inbound calls, campaign responses, service issues, etc.) to provide a more comprehensive and consistent view of the customer
  • Present findings of research and analysis to all key stakeholders

Job Qualifications

  • BA/BS required.  MBA/MS preferred
  • Advanced proficiency in MS Excel and PowerPoint
  • Proficiency in SQL and SAS preferred
  • Excellent problem solving and analytical skills
  • Excellent written and verbal presentation and communication skills
  • Ability to move projects forward without deadlines as well as effectively work under tight time constraints as needed
  • Ability to work cross-functionally and effectively communicate and work with diverse business groups
  • Ability to perform customer data analysis using complex data sets
  • Understanding of customer data and customer interactions specific to the airline as well as customer experience management best practices across industries

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