Mgr, Customer Intelligence

Summary

The Manager of Customer Intelligence & Experience is the primary advocate and champion of the customer within our organization. They lead efforts to deeply understand customer behavior, preferences, and experiences, and provide actionable insights that will drive the development and enhancement of our products and services. Working cross-functionally with Loyalty, Ancillary, CoBrand, and other teams, the Manager ensures that the customer voice is heard and integrated into all key decision-making processes.

Additionally, they manage and optimize the Voice of the Customer program, ensuring we continually gather and act on customer feedback to improve overall satisfaction and loyalty.

In this role, the Manager of Customer Intelligence & Experience takes ownership of customer data management, ensuring that data is accurately captured, maintained, and effectively used from the point of creation through its application in decision-making processes. The Manager is responsible for creating and maintaining robust customer segmentation strategies to provide a clear and actionable view of our customer base, allowing us to tailor our products and services more effectively.

No

Combination of Education and Experience will be considered. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check.

Education:

Bachelor’s Degree in related field.

Years of

Experience:

Minimum four (4) years of experience in related field.

• Strong background in data analysis, particularly with customer and behavioral data.
• Experience in leading Voice of the Customer programs or similar customer experience initiatives.
• Familiarity with customer data management best practices, from data creation through its application in decision‑making.
• Expertise in customer segmentation methodologies and the ability to translate these into actionable insights for targeted strategies.
• Ability to translate complex data into actionable insights and recommendations.
• Excellent communication and presentation skills, with the ability to influence stakeholders at all levels.
• Proven ability to work cross‑functionally in a collaborative environment.
• Strong strategic thinking and problem‑solving abilities.

• Experience in customer‑centric roles, preferably within the airline industry or a related field.

• Serve as the lead in understanding and analyzing customer data to identify key trends, behaviors, and opportunities; with a focus on developing data‑driven strategies.
• Develop and maintain a comprehensive customer insights strategy that supports the growth of our Loyalty, Ancillary, and Customer Engagement initiatives.
• Lead, mentor, and manage a team of analysts, fostering a collaborative and growth‑oriented environment. Guide team members’ professional development, ensuring they have the resources and support to excel in their role.
• Partner closely with cross‑functional teams to provide data‑driven insights and recommendations that inform product development, marketing, and customer engagement efforts.
• Manage the Voice of the Customer program, ensuring the collection, analysis, and communication of customer feedback from multiple touchpoints across the business.
• Take ownership of the customer data lifecycle, ensuring accurate and comprehensive data capture, storage, and use across all relevant business functions.
• Create, maintain, and analyze robust customer segmentation strategies, in collaboration with Data Science, to develop a clear and actionable view of our customer base and ensure tailored product offerings.
• Collaborate with other departments to ensure customer insights are integrated into business strategies and operations.
• Create and present regular reports and dashboards to leadership, offering insights and actionable strategies to enhance customer experience and satisfaction.
• Support the development of tools and methodologies to continuously improve how we capture and analyze customer data, including the development of predictive models and advanced analytical techniques.
• Mentor and collaborate with data science and analytics…