Senior Analyst Hospitality Programs
Position Summary
The Senior Analyst, Hospitality Programs is responsible for continuing the advancement of JetBlue s hospitality programs by driving consistent and positive Customer interactions and connecting hospitality to Customer loyalty/satisfaction metrics.
The Senior Analyst will work closely with the Customer Experience workgroups, Customer Insight, JetBlue University, Corporate Communications, Organizational Effectiveness, and other specialty partners, as needed, to provide strategic support and deliver practical and effective solutions to operational and support center workgroups as it relates to hospitality.
Essential Responsibilities
- Develop and maintain library of hospitality standards for all internal CEX groups
- Collaborate with JetBlue University and workgroup stakeholders to ensure standards are reflected in training programs in a manner that is catered and relevant to frontline Customer-facing Crewmembers
- Develop and implement hospitality dashboard to measure hospitality performance across customer and crewmember measurement programs
- Design and complete data studies to identify key customer satisfaction drivers specific to Crewmember behaviors and hospitality
- Manage hospitality observations program for Airports including checklists, dashboard, quarterly reports and supporting documents
- Create data driven content for front-line leaders to prioritize key hospitality standards in their operations
- Research future trends and collaborate with internal stakeholders to develop insights to formulate data-driven recommendations to support behavioral change and development as it relates to hospitality
- Oversee the design, development and maintenance of change management framework, reinforcement techniques, tools, templates, trainings and additional resources to support ongoing hospitality transformation and to support future company initiatives with hospitality interfaces
- Liaise with Corporate Communications to create a communication strategy and content for all hospitality programs company-wide
- Collaborate with Customer Experience stakeholders to infuse hospitality content into current and future company initiatives in a manner that encourages and reinforces standards compliance by Crewmembers
- Research and recommend new ways and best practice approaches to administer and revise our hospitality change management projects and programs
- As a subject matter expert in hospitality, leads JetBlue Promises championing, ambassadorship, and promotional efforts company-wide to increase engagement and support of hospitality-centric service culture
- Other duties and responsibilities as assigned
Minimum Experience and Qualifications
- Bachelor s Degree in Business or related field
- Three (3) years of business and/or change management experience
- Two (2) years data analysis experience
- Knowledge of Microsoft Office Suite
- Experience organizing/coordinating multiple projects while providing exceptional customer service
- Ability to plan, execute and manage projects
- Ability to handle multiple projects simultaneously
- Strong written and verbal communication skills
- Strong organizational skills
- Available for occasional overnight travel (10%)
- Currently in possession of a valid travel documents with the ability to travel in and out of the United States
- 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
- One (1) year of customer service/hospitality experience or related
- One (1) year of communication experience or related
- One (1) year operational experience with customer or frontline interfaces
- One (1) year change management, organizational development, or instructional design experience with a focus on soft skills/behavioral disciplines
- One (1) year experience with behavioral/soft skills training content experience
- Previous project management experience
- Previous leadership experience
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 and/or 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))
Equipment:
- Computer and other office equipment
Work Environment:
- Traditional office environment
- Occasional before/after work hours
Physical Effort:
- Light physical effort required by handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently.
(Light)
#LI-KD808
.Estimated Salary: $20 to $28 per hour based on qualifications.
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