Sr Analyst, Customer Intelligence
About the role
The Customer Intelligence Senior Analyst serves as a key contributor on our Customer Intelligence team, overseeing the end-to-end process of analyzing customer data, generating actionable insights, and modeling customer behavior to guide strategic decisions companywide. This role goes beyond entry-level responsibilities, requiring strong ownership of advanced analytics projects, regular collaboration with senior leadership, and mentorship of junior team members. The Senior Analyst interfaces with stakeholders such as Revenue Management, Network Planning, Loyalty, and Marketing, translating complex analytical findings into robust strategies that enhance customer engagement, drive revenue, and strengthen our loyalty footprint. A successful candidate will demonstrate a high degree of autonomy, bring substantial knowledge of data analytics practices, and excel at telling compelling narratives that influence cross-departmental and executive-level decision-making.
Visa Sponsorship Available: No
Responsibilities
- Lead complex survey design and reporting to gain critical insights into evolving customer behaviors and preferences
- Coordinate A/B tests to measure loyalty and revenue impact of ongoing engagement initiatives
- Analyze advanced customer intelligence metrics (mix, booking behavior, loyalty trends), generating rigorous models that shape revenue and inform route decisions
- Develop and maintain complex SQL queries and data models in Excel, Tableau, Python, or R to support deep-dive analytics, modeling, and reporting initiatives
- Oversee and refine intricate customer intelligence models, ensuring both integrity and real-world applicability of the outputs
- Collaborate extensively with Revenue Management, Network Planning, Marketing, and Executive teams to tie analytical findings to strategic objectives
- Present findings and recommendations at stakeholder and leadership forums, shaping business direction through data-based narratives