Senior Leader overseeing Platform Operations at Wells Fargo, managing critical operational services and driving transformation. Responsible for enhancing service quality and efficiency across multiple functions.
About the role
- Senior Analyst enhancing customer journey by analyzing operational data and driving process improvements at JetBlue. Managing a team of analysts to support operational efficiency.
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
Requirements
- 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.
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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