Business Intelligence Analyst

Summary:

We are seeking an experienced data analytics and business intelligence contractor to work closely with cross-functional teams to optimize and document guest communications business rules. The successful candidate will focus on communications rule creation and documentation, including impact mapping across email, SMS, and app.

They will partner with key stakeholders to identify and implement innovative solutions that address guest pain points and needs while addressing continuous communications efficiencies.

To ensure the rules and processes will generate strategies that align with organizational goals, including improving the guest experience and guaranteeing compliance, the ideal candidate will possess:

• Passion for leveraging technology and data to enhance performance
• Enjoy collaborating cross-functionally
• Understand the dependencies within communications flows

Key Duties:

• Work with the Guest Communications team to design and oversee proofs of concept for new communications technologies, processes, and strategies
• Evaluate the effectiveness of proofs of concept and make recommendations for broader implementation
• Ensure rigorous testing and analysis to validate the impact of new communications initiatives
• Identify opportunities to leverage AI and machine learning to enhance communications performance
• Monitor the impact of the initiative and continuously optimize for better results
• Surface and define operational performance gaps, trends, opportunities, risks, and challenges to the business and recommend strategies to address
• Focus on continuous improvement principles, effective controls, and best practices to reduce risk and create efficiency
• Drive root cause problem identification and action plans to resolve failure points
• Own the documentation and training on rules and processes for Guest Communications

Required:

• 7 years of experience in a program or project management, technology/process innovation, or communications
• Bachelor’s degree in information systems management, Communications, Business Administration, Information Technology, or a related field, OR an additional two years of relevant training/experience in lieu of this degree
• Proven experience in managing communication processes and systems
• Experience with customer relationship management (CRM) systems
• Strong understanding of multi-channel communication strategies
• Excellent project management and organizational skills
• Ability to collaborate effectively with cross-functional (business, product, engineering) teams
• Proficiency in leveraging technology to enhance communication and service delivery
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Ability to adapt to changing priorities and manage multiple tasks simultaneously
• Fluency and experience with MS Office products
• High school diploma or equivalent is required
• Minimum age of 18
• Must be authorized to work in the U.S

Preferred:

• Working knowledge of Airship, Sabre, Amadeus, Sprinklr, or 15Below communications ecosystem
• Familiarity and experience with product frameworks and lifecycle management, including Agile, Lean, or Design Thinking
• Airline experience
• Prior experience in airline and/or hospitality industry
• Certification in project management (PMP, PRINCE2, etc.)
• Familiarity with data analytics and business intelligence tools
• High energy, positive, and executive-level presence; able to thrive in a rapidly changing, collaborative environment
• Proven ability to develop strong, collaborative working relationships and working teams across all levels of the organization
• Ability to influence cross-functional teams outside of one’s direct authority