Job Description

Position Summary:

The Senior Analyst, Loyalty Lounges and Airport Experience is responsible for delivering the successful execution of JetBlue’s lounge and airport experience strategy. The Sr. Analyst focuses on collaborating with key internal and external stakeholders to add to the sustainability and growth of Loyalty’s JetForward initiatives. The Senior Analyst reports to the Manager of Loyalty Lounges and Airport Experiences within the Loyalty Department.

Essential Responsibilities:

• Delivers high-quality lounge customer and financial revenue forecasts, with the ability to interpret targeted Key Performance Indicators (KPIs)
• Monitor monthly lounge costs vs. operating budget through collaboration with key internal stakeholders, as well as lounge business partners
• Analyze lounge reports including but not limited to, Net Promoter Score (NPS), customer throughput, customer wait times, and one time pass revenue, while recommending and implementing mitigation plans
• Collaborate with Financial Planning and Accounting (FP&A) teams to ensure all financial reporting and forecasting are accurate and distributed appropriately
• Able to compile and present airport lounge metrics and distribute monthly reports as needed
• Recognize the importance of significant Customer touchpoints from the beginning to end of their airport travel ribbon, including but not limited to check-in, lounge, boarding, and arrival experiences
• Partner with cross functional JetBlue teams to implement customer experience enhancements to the Airport environment while ensuring crucial timelines are met
• Perform industry research and competitive analysis to help team stay up to date with the latest trends and best practices within the industry
• Other duties as assigned

Minimum Experience and Qualifications:

• Bachelor’s Degree in a relevant field; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience

• Three (3) years of experience managing projects and cross-functional relationships
• Advanced Skills in Microsoft Office Products
• Strong relationship management, project management and problem-solving skills
• Ability to prioritize and manage multiple obligations in a fast-paced environment
• Able to build relationships and work across all levels and influence with impact
• Available for occasional overnight travel (25%)
• Must be in possession of valid travel documents with the ability to travel in and out of the United States
• Pass a 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 Experience and Qualifications:

• Master’s Degree in a relevant field
• Three (3) years of experience working in an airport environment
• Two (2) years of experience collaborating with business partners
• Ability to cultivate a broad understanding of the entire TrueBlue program including marketing, operations, metrics, financials/liability, customer service and training
• Knowledge of airline industry trends and travel technology

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 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))

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 $66,000.00 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

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