Title:  Senior Analyst Lounge Product Experience

Position Summary

JetBlue is looking for a Senior Analyst to join Product Development’s Product Design and Customer Experience team in NYC. The Senior Analyst will play a critical role in developing and implementing strategic Lounge initiatives in relevant BlueCities, which include developing lounge business cases, leading our product portfolio and ensuring the lounge experience supports our overall customer travel journey strategy.

The ideal candidate has a passion for transportation infrastructure & design that optimizes the customer experience, the ability to work effectively cross-functionally both within JetBlue and with business partners, strong problem-solving abilities, and highly-developed quantitative and inter-personal skills. Above all, we’re looking for somebody that is customer-obsessed and understands the pain points of the lounge and ground experience, emotional state of customers, and opportunities to deliver game-changing products & experiences in-line with emerging trends across food and beverage, amenities, health & wellness, gaming, and hospitality at large. Finally, at JetBlue we take our mission to Inspire Humanity very seriously. As such, we are looking for someone who embodies our five values of Safety, Caring, Integrity, Passion, and Fun.

Essential Responsibilities

• Lead product portfolio of new customer-facing Ground Experience programs, including lounge solutions, and premium hospitality offerings, working closely with Loyalty, Infrastructure and Properties department, Airports teams, and other stakeholders
• Partner with internal stakeholders to define the lounge product vision, strategic framework, and roadmap, including the development and management of a premium food and beverage program and partnerships
• Coordinate Request for Proposals (RFPs) and selection of lounge business partners, collaborating with Strategic Sourcing, and oversee the vetting and management of lounge partnerships to ensure best-in-class culinary and service standards
• Collaborate with airport authorities, lounge architects, and other key business partners to identify and secure optimal lounge spaces and oversee build-out and interior design solutions
• Manage business partner relationships, ensuring each respective partner is accountable for contractual deliverables and timeline obligations
• Take ownership over any in-Lounge activations with both internal and external partners, maintaining an event calendar and coordinating with the appropriate stakeholders on logistics and constraints
• Where applicable, own the creation, socialization, and approval of new Business Cases for customer-facing ground programs and experiences
• Create and deliver executive-level and stakeholder communications (e.g., status updates, roadmaps, key decisions), ensuring alignment and transparency across the organization
• Demonstrate the ability to analyze complex data, distill actionable insights, and clearly articulate recommendations that support leadership decision-making
• Establish baseline KPI metrics and reporting cadences to provide cross-functionally and Senior Leadership visibility into take rate of lounge products and services, cost per customer, and how trends have changed over time with the addition/reduction of key Lounge products & touchpoints
• Partner with Customer Insights team to develop and own regular reporting on NPS and customer satisfaction across owned Lounge touchpoints relative to other lounge products and against other touchpoints in premium customer travel ribbon, adjusting products and offerings based on these insights
• Research product and business partners that align with our brand for future partnerships
• Consistently develop polished presentations and present confidently to C-suite executives and other senior stakeholders
• Leverage AI to analyze performance data, identify customer behavior trends and experience gaps, develop recommendations for improvement, and create presentation materials to support the socialization of new ideas.
• Create, manage, and forecast operating expense (OPEX) budgets to ensure cost efficiency and alignment with organizational financial goals.
• Conduct ad hoc analyses
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s degree; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous relevant work experience
• Three (3) years’ analytical experience
• High proficiency with Microsoft Excel and PowerPoint
• Experience managing large-scale cross-functional teams; gaining acceptance of ideas or plans by using appropriate interpersonal styles and methods to inspire and guide individuals and team
• Ability to multi-task across a variety of projects, departments and timelines
• Excellent verbal and non-verbal communication skills
• A flexible, dynamic, self-demanding and proactive individual; able to motivate him/herself and others
• Available for occasional overnight travel (15%)
• In possession of valid travel documents with the ability to travel in and out of the United States
• Able to work flexible hours and be available for an emergency response on short notice
• Must pass a pre-employment drug test
• Must be 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 and Qualifications

• Previous experience in airline or hospitality

• Three (3) years of project management experience
• Deep understanding of JetBlue stakeholder landscape, both internal and external
• Ability and preference to work under minimal supervision; ability to manage own time and priorities

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))
• 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)

Compensation:

• The base pay range for this position is between $66,000.00 and $103,100.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.