Overview
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
environment
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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