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JetBlue · 18 hours ago

Senior Analyst CEX Operations Center

Orlando, FL, US, 32827

Full-time

Onsite

Mid, Senior Level

3+ years exp

JetBlue is enhancing the customer journey by analyzing operational, contact center, and reservation data. The Senior Analyst CEX Operations Center plays a critical role in providing actionable insights to improve service delivery and drive operational efficiency while managing a team of analysts to ensure high-quality data analysis and reporting.

Air TransportationTransportation

No H1B

U.S. Citizen Only

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

Qualification

Data analysisSQLData visualizationAdvanced statistical methodsMicrosoft ExcelTableauPower BIData storytellingAnalytical experienceCommunication skillsLeadership

Required

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

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

Company

JetBlue

Glassdoor3.7

When JetBlue first took flight in February 2000, our founding goal was to bring humanity back to air travel, and over two decades later, we still put our customers, crewmembers and communities at the center of everything we do.

Founded in 1998

Long Island City, New York, USA

10001+ employees