Sr Analyst, Customer Intelligence

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 company wide. 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

A 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 Business, Data Analytics, Marketing, Decision Science, Economics, Computer Science, or a related field.

Years of

Experience:

Minimum three (3) years of experience in a data analytics or business intelligence role.

• Advanced SQL and Excel proficiency for complex data extraction, manipulation, and analysis.
• Proven analytical and problem-solving skills, with the ability to transform large and complex data sets into clear, actionable insights.
• Experience applying methods such as regression analysis, clustering, predictive modeling, and time-series forecasting.
• Strong communication skills, including stakeholder management, ability to work cross-functionally, and the ability to present findings succinctly to both technical, non-technical and executive-level audiences.
• Ownership & Leadership:
  Takes initiative on cross-departmental initiatives, manages high-impact projects, and guides junior analysts in best practices.
• Data Platform Expertise:
  Readiness to master loyalty platforms, Customer Data Platforms (CDP), Google Analytics, email management software, and other 3rd party data platforms (as needed) to orchestrate comprehensive customer insights.
• Survey & Data Capture:
  Oversees development and execution of complex customer surveys, ensuring robust data collection and actionable insights.
• Detail-Oriented:
  Maintains high accuracy and quality in analytics deliverables while working across multiple concurrent projects.

• Airline/travel industry experience.
• Experience with data visualization tools (Tableau, Power BI) and the skill to design clear, impactful dashboards.
• Knowledge of Python or R for automation, statistical modeling, or machine learning approaches.
• Familiarity with advanced survey design, sophisticated segmentation methods, and predictive modeling.
• Airline or travel industry background is highly advantageous.

• 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…