Analyst, Customer Insights and Care
Signature is seeking an Analyst, Customer Insights and Care . This role will be an integral part of Signature's strategy for engaging with customers at a one-to-one level by:
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Delivering insights that improve the customer experience
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Assisting with Customer Care issues
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Participating in the creation of Signature's new CRM
Customer Insights
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Creates/manages alerts to ensure Real Time handling of issues needing immediate attention
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Manages the hierarchy file which feeds into role-based dashboards and alert notifications
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Monitors daily response rate and data file feed, ensuring all systems related to the customer satisfaction program are running as planned
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Performs a monthly analysis for our two largest partners, NetJets and Flexjet, reviewing Signature's and NetJets' survey results, operational stats, deviation performance and GM compliance
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Educates field leadership on the customer satisfaction process
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Provides base-specific feedback to ensure GMs are aware of their performance and actioning it
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Administers and reports on the deviations process for our car rental partners
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Ensures customer satisfaction data is cleaned, and dashboard reporting is accurate
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Follows up with GMs on overdue alerts
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Send out weekly recap of survey comments to operational leadership
Customer Care
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Acts as a champion for the customer within the organization
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Ensures consistent and effective customer issue resolution across the company
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Proactively addresses service issues from key customers
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Shares feedback with 3rd party providers (rental car, catering, etc.)
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Provides Real Time feedback on the efficiency of the customer service process
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Serves as a resource on the development of using Artificial Intelligence in Customer Care delivery
Customer Care and Insights efforts related to the new CRM project
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Collaborates with CRM to ensure Signature has full visibility into all customer interactions
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Actively participates in user acceptance testing (UAT) script review sessions
The Ideal Candidate
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Is comfortable navigating ambiguity and constantly able to reprioritize work as needed
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Is a proactive self-starter and a team player ready to roll up your sleeves wherever attention and support are needed
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Is a clear and effective communicator
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Is exceptional at building trust and partnerships with key stakeholders
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Is organized, curious, and loves to learn
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Effectively manages multiple internal clients, projects, and disciplines simultaneously
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Prides yourself in your impeccable attention to detail in all aspects of your work
Required Qualifications:
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Bachelor's degree required
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1-3 years' experience in consumer insights, corporate strategy, or management/strategy consulting
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Strong project management skills and experience balancing multiple projects or responsibilities simultaneously
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Hands-on research experience in both Quant and Qual methodologies
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Experience with customer experience platforms, including Qualtrics a plus
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Qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status.