Title:  Senior Analyst Customer Personalization

Position Title: Senior Analyst Customer Personalization

Position Summary

The Senior Analyst, Customer Personalization is a key part of the team that owns JetBlue’s Customer Personalization strategy. This Sr. Analyst reports to the Manager, Customer Personalization and will spend their time assisting in the execution of building and maintaining personalization capabilities across all JetBlue Customer facing and Crewmember facing products. This role will be hands-on plus client-facing project management and has a key part in shaping the CRM space for JetBlue Airways Corp.

The Senior Analyst is a creative, metrics driven and detail-oriented professional who is eager to learn the tools and skills necessary to grow as a CRM professional. They operate well independently and in a team setting, and are a self-starter driven by their interest in airlines, data, and customer experience. The Sr. Analyst presents complex concepts clearly and effectively to diverse audiences of stakeholders, thrives in a fast-paced, dynamic environment, and exhibits the JetBlue values of Safety, Caring, Integrity, Passion, and Fun.

Essential Responsibilities

• Drives the design, development, testing of Customer personalization tactics for acquisition, retention and lifecycle marketing across digital products and notifications
• Works with Customer 360 and Data Science to identify different audience segments and builds out Customer journey maps
• Partners with Brand, Creative and Design Agencies to drive the UX and design for Customer nudges and initiatives across the Customer journey
• Works closely with IT, Marketing and CEX teams to ensure personalization needs are being factored into all Customer facing initiatives
• Works with internal teams to gather and understand detailed functional requirements for program success
• Compiles, tracks, and analyzes program metrics to devise insights, iterate and optimize the Customer experience and distribute monthly reports as needed
• Delivers high-quality analyses for various stakeholders with quick turnaround time
• Works with team leadership and IT resources on all program development – including functionality updates, Proof of Concept testing, and requirements gathering  
• Plays supporting role in future development of JetBlue digital products and health monitoring
• Assists in the management of all aspects of Customer Relationship Management
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s Degree in marketing, business, or any quantitative discipline; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant experience
• Three (3) years of related experience in an airline industry and/or analytical work experience
• Ability to be flexible, multi-task, prioritize, and manage multiple activities simultaneously in a fast-paced, changing environment
• Must possess a strong sense of urgency and be able to effectively manage deadlines
• Strong team player with the ability to take initiative and work well independently
• High attention to detail with the ability to think critically
• Strong interpersonal skills, amicable and professional demeanor
• Effective written, verbal and presentation skills
• Available for occasional overnight travel (10%)
• Able to work flexible hours and be available for an emergency response on short notice
• 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

• Strong understanding of digital marketing, e-commerce, and/or CRM
• Knowledge of digital metrics

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 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:

• Normal Office Environment

Physical Effort: 

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

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