Guest Experience Program Manager

Company Alaska Airlines

Role Summary

The Guest Experience Program Manager leverages data & analytics to help the business understand day-of-travel performance in order to make informed decisions. In this high visibility role, you will identify and connect guest insights with operational performance, provide ongoing understanding of key Guest Experience metrics, and collaborate across functional teams to inform action plans and recommendations. This role exercises considerable judgment to analyze and interpret guest feedback across every division that interacts with the customer and makes recommendations to solve guest pain points. A successful candidate will be someone who is proactive and excited to engage with cross-functional teams and leadership to find innovative ways to make a difference for our guests!

Key Duties

• Acts as a subject matter expert in the Guest Experience Program.
• Makes recommendations to turn operational data, survey results, social media trends into meaningful and actionable insights.
• Builds and maintains multiple divisional dashboards to reflect each team’s impact on the Guest Experience and enables understanding of trends and progress.
• Builds and maintains the GPL (Guest Performance Leadership) dashboard and facilitates a monthly GPL meeting for senior leaders across the company to review key Guest Experience measurements and challenges and discuss solutions to improve the Guest Experience.
• Partners with key leaders to define and improve a broader Voice of the Customer (VoC) listening system that consolidates all guest feedback into meaningful insights that the company can take action on. This includes helping take action in real-time (i.e. social media feedback) as well as identifying more systemic issues based on themes in guest insights over time.
• Responsible for managing results from multiple guest feedback programs and determining effective methods of sharing this feedback with frontline and operational leaders.
• Networks with teams across the company to integrate data on guest facing processes (operations, digital, product, etc.) into meaningful views in Tableau dashboards and other reports.
• Represents guest insights function broadly to internal and external audiences (Quarterly business reviews, regional meetings, etc.).
• With minimal direction from leadership, exercises considerable judgement to make decisions on creative solutions to complex guest pain points.

Job-Specific Experience, Education & Skills

Required

• 4 years of experience in marketing analytics, VOC / CX analytics or other analytical / BI or related area.
• Bachelor’s degree with a focus in business or related field, or an additional two years of relevant training/experience in lieu of this degree.
• Strong understanding of advanced analytics techniques and tools including: (SPSS, SAS, SQL)
• Advanced proficiency in Excel, with the ability to work with data analysis tools, statistical/reference formulas, and pivot tables.
• Familiarity with basic quantitative statistics: mean/median, standard deviations, statistical significance, regression analysis.
• Advanced proficiency in visualization techniques, dashboard design, decision support tools, and automation, with experience using data visualization tools such as Tableau, Power BI, etc.
• Ability to understand and translate data into actionable ideas and improvements.
• Ability to manage through ambiguity, analyze and summarize complex data in a concise manner, and make meaningful business recommendations.
• Ability to alternate between strategic, tactical, and operational perspectives while working on projects and to quickly determine long, medium and, short impact of proposed solutions.
• Excellent communication skills (e.g., verbal, written, and listening) to all levels of the organization, including the ability to produce executive level presentations and communication materials.
• Advanced proficiency with Microsoft Office applications (e.g., Word, PowerPoint, and Outlook).
• Ability to lead program and project efforts to completion.
• Ability to prioritize and manage concurrent projects.
• Ability to work independently and collaboratively in a fast-paced environment.
• Passion for customer research and data-driven decision making.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• Preferred airline or hospitality industry experience
• 4 years of experience leading cross team or division projects or initiatives.
• Intermediate SQL writing with a background in ORACLE databases.
• Preferred knowledge of Alteryx.
• Preferred knowledge of Qualtrics
• Experience with relational databases.

Job-Specific Leadership Expectations

Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.

Salary Range

$92,700 - $139,100 / year

Salary Details

Pay will be based on multiple factors, including and not limited to location, relevant experience/level and skillset while balancing internal equity relative to other Alaska/Horizon employees. Alaska/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.

Total Rewards

Alaska Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.

• Free stand-by travel privileges on Alaska Airlines & Horizon Air
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Quarterly and annual bonus plans
• Generous holiday and paid time off

For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits.

Apply by 7:00 PM Pacific Time on 2/26/2024

Employment Type Full-Time

FLSA Status Exempt

Regular/Temporary Regular

Equal Employment Opportunity We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.