Senior Analyst Loyalty Ops CS Jobs in Salt Lake City, UT at JetBlue

Title: Senior Analyst Loyalty Ops CS

Company: JetBlue

Location: Salt Lake City, UT

Position Title: Senior Analyst, Loyalty Operations (Customer Support)Position SummaryThe Senior Analyst, Loyalty Operations Customer Support reports to the Manager of Loyalty Operations Customer Support and is responsible for supporting the operationalizing of the JetBlue Loyalty strategy at scale and handling high-touch and high impact operations projects that benefit the TrueBlue member base and JetBlue Cardholders. The Senior Analyst will serve as a subject matter expert in the systems, processes, and tools we can leverage to individualize the JetBlue experience for TrueBlue Customers and select JetBlue Cardholders.

The Senior Analyst has a deep understanding of the JetBlue culture, thrives in a matrix partner environment, is able to collaborate cross functionally with a multitude of internal and external stakeholders, understands the dynamic 24/7 nature of the business and exhibits the JetBlue values of Safety, Caring, Integrity, Passion and Fun.

Essential Responsibilities

Responsible for the day-to-day support and execution of the Loyalty Operations strategy

Operationalizes high touch Customer programs such as Mosaic ground handling, TrueBlue Customer disruption recovery, JetBlue Cardholder benefits, proactive outreach and more

Partners with Airports, Customer Support and Inflight to ensure that the service delivery of loyalty programs is in line with the high expectations Customers have for JetBlue by identifying, escalating and following up on service irregularities

Identifies systemic issues impacting Customers and makes recommendations on solutions

Supports and executes a service recovery strategy for TrueBlue Customers and select JetBlue cardholders in collaboration with CEX Ops, Customer Care, Loyalty and BlueCity Leadership

Maintain and organize materials as needed for policy rollout, content, and training materials

Defines and executes differentiated experiences for various Customer segments as defined by the overall TrueBlue strategy, cardholder benefits, amenities matrix and more

Helps to bring operation concepts to life and scale proof-of-concepts into operational procedures

Develops and maintains project timelines, scope documents, creative briefs and technical documentation

Partners with IT to build out Customer recovery capabilities across all products while maintaining a cohesive connected Customer journey

Other duties as assigned

Minimum Experience And Qualifications

Bachelor’s Degree

Three (3) years of Airline, Loyalty, Customer Support, Customer Experience or Marketing experience


Two (2) years of experience managing projects

Strong proficiency in using Microsoft Office, especially Outlook, Excel and PowerPoint

Ability to manage multiple competing priorities in a fast-paced environment

Comprehension of Customer behavior, Digital and Customer recovery space

Ability to build relationships and work across all levels and influence with impact

Available for occasional overnight travel (30%)

Must be in possession of valid travel documents with the ability to travel in and out of the United States

Must pass a ten (10) year background check and a pre-employment drug test

Legally eligible to work in the country in which the position is located

Preferred Experience And Qualifications.

Ability to cultivate a broad understanding of JetBlue’s Loyalty Operations strategy including marketing, operations, metrics, financials, customer experience and training

Knowledge of airline industry trends and travel technology


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