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 Senior Analyst reports to the Manager, Customer Personalization Strategy 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 Personalization space for JetBlue.

The Senior Analyst is a creative and detail-oriented professional who is eager to learn the tools and skills necessary to grow as a Personalization 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 Senior 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

• Supports Manager in the development and execution of customer personalization campaigns
• Perform analyses (Snowflake, Tableau) that translates data into actionable audience identification for personalization strategy
• Monitor and analyze digital metrics to measure the success of campaigns and make data-driven recommendations for optimization
• Works closely with IT, Marketing and Customer Experience (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 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 Personalization
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor's degree in Marketing, Business, Data Management or any quantitative discipline; 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 of related experience in marketing analytics, data analytics or similar work experience
• Experience writing SQL queries using data warehouses.
• Data visualization skills and hands-on experience using Tableau with SQL skills

• 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 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

• Strong understanding of digital marketing, e-commerce, and/or customer relationship management (CRM)
• Knowledge of digital metrics
• Experience with Python
• Experience with customer data platforms

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 $64,000.00 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.