Job Description

Position Summary:

The Senior Analyst CEX Operations Center plays a critical role in enhancing the customer journey by analyzing operational, contact center, and reservation data across flight operations. This role partners closely with CEX Operations Center Managers, SOC Managers, and Customer Support Leadership to provide visibility into the customer impact as well as deliver actionable insights that improve service delivery, drive operational efficiency, and reduce inbound volume to the contact center. The analyst leverages advanced analytics to identify trends, root causes, and opportunities for proactive intervention, ultimately minimizing the impact of disruptions and improving customer experience.  The Senior Analyst also manages a team of analysts, providing guidance, mentorship, and oversight to ensure high-quality data analysis and reporting.

Essential Responsibilities:

Support the comprehensive five (5) year customer support strategy to reduce customer interactions and improve the end-to-end customer journey
Analyze complex datasets to identify trends, root causes, and opportunities for proactive intervention using advanced statistical methods
Provide visibility into customer impact during operational disruptions and recommend long-term mitigation strategies
Develop and deliver high-impact reports and dashboards to support decision-making across the organization using Tableau/Power BI/Snowflake
Translate data into compelling narratives that influence strategy and operational improvements, partnering with cross-functional teams on implementation
Understand the customer journey across multiple touchpoints focusing on analyzing customer interactions, flight status data, and reservation behaviors to uncover trends, identify pain points, and drive process improvements that reduce friction and enhance overall customer satisfaction
Lead and mentor a team of analysts, ensuring high-quality analysis and professional development
Other duties as assigned

Minimum Experience and Qualifications:

Bachelor’s Degree in a quantitative field such as Mathematics, Statistics, Economics, or Business OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous experience.
Three (3) years of relevant professional experience

Expert capabilities with Microsoft Office Suite specifically Microsoft Excel (formulas, pivot tables, data validation, merging data sets) proficiency verified through assessment.
Proficient with common business analytics tools
Proficient in Visualization software (like Tableau, Qlik, Power BI) and SQL Demonstrated experience in data storytelling using a complex dataset to present insights, trends or patterns
Highly motivated individual, capable of taking initiative, flexible within a constantly changing environment
Demonstrated competency with advanced statistical methods
Excellent verbal and written communication skills
Ability to communicate complex ideas and theories to large audiences of diverse skill sets
Excellent data visualization skills
Candidates must demonstrate data analysis, data storytelling, and SQL skills in a work sample assessment.
Strong fit with JetBlue’s cultural values of Safety, Caring, Integrity, Fun and Passion
Available for occasional overnight travel (10%)
Pass a ten (10) year background check and 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 & Qualifications:

Master's Degree in a quantitative field such as Mathematics, Statistics, Economics, or Business
Five (5) years of analytical experience
Proficient with Sabre Interact
Knowledge of airline industry
Previous leadership experience and/or demonstrated ability to coach and mentor other members of a team 

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

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))
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)